Patient Advice and Liason Services (PALS)


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The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. If you are not happy with the service/advice/care you have been given by your GP, Dentist, Hopsital or Pharmicist

PALS is an independent service that has been set up to support patients who are not happy with the way their care has been carried out. I was never aware of this service until I was advised by a health professional to make a complaint about the way my daughters operation procedure was being carried out. Lauren has Cerebral Palsy and we were told 18 month ago that she was put on the “emergency” surgery list to have her operation carried out. With the conversation we had with her surgeon we were made to think she would be called in at any moment (within weeks). We put our summer holidays on hold and not to mention in that time was preparing Lauren for the procedure she was to have.
Within the 18 months, Laurens mobility had definitely got worse and finally came to a point where she was using her wheelchair a lot more. I was advised to make a complaint to PALS. PALS investigate what has happened in each patients case and act on your behalf .
To cut a long story short I lodged my complaint and within 6 weeks Lauren had been operated on and sent home to recover.
PALS are situated in most hospitals in Great Britain and the service we have had was fabulous. I would highly recommend to use this service if you are not happy with how your care has been managed. Each health authority/trusts are different so I am not saying that you wil definately get results within weeks but these services are there for you and your family so do access them

How Can PALS Help You?
PALS provides help in many ways. For example, it can:

Help you with health-related questions that you are concerned about
Help resolve concerns or problems when you’re using the NHS

PALS offices are generally situated within Hospitals but you can also look for your nearest PALS Office on the NHS Website

You can find your nearest PALS office on the NHS Choices website (click link)
http://www.nhs.uk/Service-Search/patient-advice-and-liaison-services-(pals)/LocationSearch/363

You can also ask your GP surgery, hospital or phone NHS 111 for details of your nearest PALS.

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