NHS: PALS help with good advice

PUBLISHED: 12:17 06 April 2006 | UPDATED: 11:39 04 May 2010

Pointing you in the right direction

Pointing you in the right direction

THE NHS employs more than a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising if sometimes you or your family may feel bewildered or concerned when using the NHS. And

THE NHS employs more than a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services.

It is not surprising if sometimes you or your family may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS will:

n Provide you with information about the NHS and help you with any other health-related enquiry

n Help resolve concerns or problems when you are using the NHS

n Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint

n Provide you with information and help introduce you to agencies and support groups outside the NHS

n Inform you about how you can get more involved in your own healthcare and the NHS locally

n Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise

n Provide an early-warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

For further information about the PALS service contact Carol Fentimen on freephone 0800 092 9168

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