PALS: help with NHS concerns in England

What is PALS?

PALS, or the Patient Advice and Liaison Service, provides a point of contact for patients, families and carers who need advice, information or help with a concern about NHS care.

PALS is most commonly associated with hospitals. The NHS describes the service as free, confidential and independent and says it can help people resolve concerns or problems while they are using NHS services.

PALS can also explain how the NHS complaints procedure works and tell someone where to find independent help if they want to make a complaint.

What can PALS help with?

PALS can be useful where someone has a question, concern or practical problem involving NHS care and wants help understanding what can be done next.

Depending on the service and the issue, PALS can help by:

• providing information about NHS services;
• helping with health-service questions;
• helping someone raise or resolve a concern or problem;
• explaining the NHS complaints procedure;
• explaining where independent complaints support can be found;
• providing information about relevant support groups or services; and
• passing on concerns and suggestions that can help improve NHS services.

The precise way a local PALS team works can vary between NHS organisations, so the available help should be checked with the particular service.

When can PALS be especially useful?

NHS England specifically says PALS can be particularly helpful where an issue is urgent and needs action immediately, such as a problem with treatment or care while the person is still in hospital.

For example, someone may want help understanding who to speak to about an unresolved concern, getting information about the complaints route or raising a problem that is affecting their current hospital experience.

Is contacting PALS the same as making a formal NHS complaint?

No.

PALS can help someone raise a concern informally and may be able to help resolve a problem without the need for a formal complaint.

A formal NHS complaint is different. It is handled under the NHS complaints procedure and can involve formal acknowledgement, an agreed or communicated investigation period, investigation of the issues and a written final response.

Someone who first contacts PALS can still make a formal complaint if that is what they want or if the concern is not resolved.

What is the difference between PALS and independent NHS complaints advocacy?

They are different services.

PALS provides advice, information and help with concerns and is commonly found through NHS hospitals.

Independent NHS complaints advocacy is specifically there to support someone who is making, or considering making, an NHS complaint.

NHS England says a complaints advocate can help someone write a complaint letter and attend meetings with them. Advocacy is free and can be used at any stage of the complaints process.

The local advocacy provider varies by area. Healthwatch can help identify who provides NHS complaints advocacy locally.

How do I find PALS?

The NHS provides a service for finding local PALS contact details.

PALS is commonly available through hospitals. Contact details may also be displayed on the hospital’s website or available from hospital staff.

The NHS also says someone can ask their GP surgery or hospital, or contact NHS 111, for details of their nearest PALS.