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Written by PALS Manager
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PALS exists to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
Functions of PALS, Department of Health (DH) 2003
- To provide users with information about the NHS and help with other health-related enquiries.
- To help resolve concerns or problems encountered by NHS users.
- To provide information about the NHS complaints procedure and how to get independent help where users decide they may want to make a formal complaint.
- To provide information about, and signpost or refer to, agencies and support groups outside the NHS
- To inform users about getting more involved in their own healthcare and the NHS locally
- To improve the NHS by listening to concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues raised
- To act as early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Some concerns expressed to PALS may be expressions of dissatisfaction, requiring a response and may therefore be considered a complaint, requiring handling in accordance with the complaints handling legislation.
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Last Updated ( Thursday, 16 September 2010 12:21 )
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