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Patient Advice

Patient Advice and Liaison Service (PALS)

PALS The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? 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 Advice and Liaison Service, known as PALS, has been introduced 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.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

PALS is a confidential service.  In particular, PALS will:

  • Deal with patients' concerns and problems by liaising with the appropriate NHS staff.
  • Provide information and advice to make access to the Trust's services as easy as possible.
  • Help people get involved in making NHS services more responsive to local needs.
  • Help you to access reliable sources of information or put you in touch with organisations or groups that can support you.

Who is the PALS service for?

  • All NHS patients, their relatives and friends, carers and visitors
  • PALS can also provide information to other NHS staff and staff from outside organisations.

PALS is not .................

  • PALS is not a complaints service
  • PALS cannot bring appointments forward
  • PALS cannot provide advice on health conditions or diagnosis.  However, we can liaise with the appropriate health professional to provide this.

How to contact PALS

  • South Derbyshire Area PALS: 0800 032 32 35

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