PALS Frequently Asked Questions

Q. Does PALS replace the formal complaints procedure?
A. No. PALS is a way of getting your concerns addressed at an earlier stage.

PALS will not investigate complaints but PALS will inform and support people who wish to use the NHS complaints procedure. There is no formal requirement for anyone to use PALS first if they wish to make a formal complaint.

Q. Is PALS confidential?
A. Yes. PALS staff will not speak to anyone about the issue raised without previously obtaining your permission (except in special circumstances when we believe you or someone else may be at risk).

We will occasionally use anonymous experiences to illustrate patients concerns in training sessions and general feedback to the public.

We will ask your permission to keep confidential records on database. These records will only be used by the PALS team. This will be in accordance with the Data Protection Act 1998.

Q. How can I be certain that my concerns have been taken seriously?
A. All issues are analysed by the PALS staff. PALS works with staff to make changes and develop training. Changes are fed back to the client. General changes are fed back to the public through presentations, posters etc.

Regular reports showing trends and PALS activity are sent to the Chief Executive, Senior Managers, relevant committees and Trust Board. There is an annual report sent to the Health Authority.

There are other informal methods that are used, e.g. reports to nurse and manager meetings and the Trust newsletters etc, to ensure staff are aware of your concerns. Confidentiality is always maintained.

Q. Does PALS record things that have been done well for patients?
A. Yes. Any feedback is important. The Trust is keen to build on good practice.