Problems during your stay in hospital

Patient Advice and Liaison Services (PALS):

PALS act on behalf of NHS users and handle patient and family concerns. They liaise with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions and to help bring about changes to the way that services are delivered.

PALS provide:

• confidential advice and support to patients, families and their carers
  
• information on the NHS and health related matters
  
• confidential assistance in resolving problems and concerns quickly
  
• information on and explanations of NHS complaints procedures and how to get in touch with someone who can help.
  
• an early warning system for NHS Trusts, Primary Care Trusts and Patient and Public Involvement Forums by monitoring trends and gaps in services and reporting these to the trust management for action

If PALS are unable to resolve your concerns or you have concerns of a more serious nature then please see the Appendix at the end of this Guide on Medico-legal investigations which also has a section on the NHS Complaints Procedure.

Another good source of information for Patients who wish to complain is:
The Patient’s Association: Telephone: 0845 6084455 or visit: www.patients-association.org.uk

If you require the services of a solicitor experienced in dealing with cases of Encephalitis, the Encephalitis Society can provide the name of a solicitor who may be able to help you.

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Last modified – 5 October 2007