Patient Advice and Liaison Service (PALS)

Nurse looking after an elderly patient

PALS is an impartial confidential NHS service that can provide patients, relatives and carers using the East Cheshire NHS Trust with ‘on the spot’ help, support and information.
 
PALS can liaise with staff and managers to sort out issues quickly. Your feedback will also help us to improve the quality of our services.

PALS

Patients are the most important people in the NHS and PALS is here to make sure you receive the best possible service when you are under our care.

PALS is an impartial confidential NHS service that can provide patients, relatives and carers using the East Cheshire NHS Trust with ‘on the spot’ help, support and information. 
 
PALS can liaise with staff and managers to sort out issues quickly. Your feedback will also help us to improve the quality of our services.

What does PALS do?

  •          Listens to your comments, suggestions or queries on the services the trust provides.
  •          Helps to sort out problems quickly on your behalf.
  •          Helps you decide what to do and advises you if you wish to make a formal complaint.
  •          Helps you get information you need about NHS services.

How does PALS do this?

  •          Listens to your concerns.
  •          Helps to find the best way to resolve your problems.
  •          Accompanies you to meetings with trust staff, if possible.
  •          Liaise with hospital staff on your behalf.
  •          Provides an independent link between you and the hospital.

In this way many problems can be dealt with immediately but if you are still unhappy you can make a formal complaint by letter, telephone or by email.

 

Reports

A core function of Customer Care is to act as a catalyst for change and improvement by providing the trust with information and feedback on problems arising and gaps in services.

The Customer Care Team are committed to ensuring service users and carers are involved in the development of services through their own experiences
 
The Customer Care Team produce weekly, monthly and quarterly reports which are shared with the Heads of Service, Clinical Directors and the Trust board. Monthly reports also also shared with the Clinical Commissioning Group.

Internal Links