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Patient Advice and Liaison Services (PALS) overview

  • Last modified date:
    9 February 2007

The NHS Plan set out plans to establish a new system of patient and public involvement (PPI) replacing Community Health Councils in England as part of the modernisation programme. The system is also designed to respond to the Bristol Royal Inquiry report, which recommended representation of patient interests 'on the inside' of the NHS and at every level.

About Patient Advice and Liaison Services (PALS)

PALS are a central part of the new system of PPI in England. They are available in all trusts.

PALS provide:

  • confidential advice and support  to patients, families and their carers
  • information on the NHS and health related matters
  • confidential assistance in resolving problems and concerns quickly
  • information on and explanations of  NHS complaints procedures and how to get in touch with someone who can help. More information can be found from the Complaints policy section of the DH website (see link below).
  • information on how you can get more involved in your own healthcare and the NHS locally (see link Make Time for Health below).
  • a focal point for feedback from patients to inform service developments
  • an early warning system for NHS Trusts, Primary Care Trusts and Patient and Public Involvement Forums by monitoring trends and gaps in services and reporting these to the trust management for action. More information on Patient and Public Involvement Forums is available from the Commission for Patient and Public Involvement in Health or Make Time For Health websites (see links below).

PALS act on behalf of their service users when handling patient and family concerns. They liaise with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions and to help bring about changes to the way that services are delivered. PALS will also refer patients and families to local or national-based support agencies, as appropriate. For more detailed information, please see the PALS core functions link below.

Patient and Public Involvement (PPI) publicity leaflet and poster

'Your NHS: Advice, Support and Having your Say' was launched by Rosie Winterton, Minister of State for Health, in December 2003 as part of a national publicity campaign to raise awareness about PALS, Independent Complaints Advocacy Services (ICAS) and Patient and Public Involvement Forums. For further details of these organisations please see Involving patients and the public in health, below.

Public and patient involvement

For more information on the patient and public involvement system, please see the Involving patients and the public in health section of the DH website.

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