Working with PALS and ICAS
This section looks at the good practice that can help guide how Patient Advice and Liaison Service (PALS), the Independent Complaints Advocacy Service (ICAS) and the NHS complaints procedure work together. Although PALS, ICAS and the complaints procedure are three distinct systems they have some shared aims. This is why the term "client support services" is used throughout this section to refer to all three services. To make PALS and the complaints procedure work effectively, remember to look at issues from the patient's point of view. People don't always bring an obvious complaint, so listen to what they say and ask follow up questions. You should set up a common referral system and regular meetings between PALS, you as complaints manager and ICAS staff. No one should see referral as a failure.
