The NHS employs over one million staff in thousands of locations. Being a large and complex organisation providing a broad range of services, it is not surprising that sometimes you or a loved one may feel concerned or confused when using the NHS, particularly when this may at a time when you are feeling anxious and vulnerable.

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.  This is the role of the Patient Advice and Liaison Service known as PALS, which has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, answers their questions and resolves any concerns they may have as quickly as possible.

PALS also help the NHS to improve services by listening to what matters to patients and their loved ones and making changes whenever and wherever appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any   other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• 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
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve, follow this link.