Patient Advisory and Liaison Service (FOI)

Request

Would you be able to provide the following information please.

A

When was the system of independent complaints known as "PALS" brought into service within HCS infrastructure?

B

Could you tell us who signed off or orchestrated this dept?

C

Who operates the system of PALS within HCS?

D

When was PALS added to HCS complaints body?

Response

A

The Patient Advisory and Liaison Service (PALS) was soft-launched, as a pilot, in October 2021.

PALS can provide you with confidential and practical advice, support and information on service or care related matters in Health and Community Services. It can help with:

• any questions or concerns
• signposting to other organisations
  
• keeping in touch with family and friends
  

PALS is non-clinical and so is unable to offer counselling, diagnosis or any detailed medical information. However, PALS can put you in contact with the right services.

PALS is not independent and does not investigate complaints. The service focuses on resolving issues and can support you if necessary to raise concerns or make a complaint, in liaison with the Health and Community Services Feedback team.

B

The service was launched in response to two CAG recommendations; to ensure that every patient be provided with the opportunity to submit feedback via the MyExperience survey, and to prioritise the establishment of a PALS or equivalent service. The service operates from within the Office of the Chief Nurse.

C

The PALS Manager and PALS Officer deliver the service, reporting to the Associate Chief Nurse.

D

As per Response A, PALS do not investigate or manage complaints. The service focuses on resolving issues and can support you if necessary to raise concerns or make a complaint, in liaison with the Health and Community Services Feedback team.