Patient Advice and Liaison Service (PALS) experiences 2023

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Summary of report content

Healthwatch Derby ran a survey about people’s experiences of PALS after receiving some feedback from people who were having difficulties using the service at two local hospitals.  Twenty people completed the survey.

  • Over half called to raise a complaint about a service provider.
  • Over a quarter called for advice about a bad experience.
  • Half used the telephone and a third used email to contact PALS. Over two in five said they found it difficult or very difficult to contact PALS. The negative comments were mainly about the amount of time it took to access or get a response from PALS.
  • Half said they had been listened to or their issue had been resolved.

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General details

Local Healthwatch
Healthwatch Derby
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Administration (records, letters, results)
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
PALS

Details of people who shared their views

Number of people who shared their views
20
Did you find this attached report useful?
1
1 votes with an average rating of 1.