What would you like to be remembered for?

The Dying Matters coalition is encouraging people to talk about their wishes towards the end of their lives. What would you like to be remembered for?

Find Local Services

Find your nearest local NHS service using the search below.

Page updated: 25 Mar 2011

History of PALS

In May 2000, the government consulted widely with the general public, patients and staff in the form of a national survey.

Ultimately this process informed the production of the NHS Plan.

The reforms outlined in the NHS Plan give patients new rights and new roles within the Health Service.

NHS Plan

The NHS Plan announced the commitment to establish PALS in every trust by 2002. Involving Patients and the Public in Healthcare (September 2001 and November 2001) outlined plans for a radical new system of patient and public involvement, placing patients and those who pay for the NHS at the heart of decision-making.

Chapter 10 of the Plan is dedicated to Patient and Public Involvement and outlines a new Patient Advice and Liaison Service. A service, which is first and foremost patient centred, shaped around the needs and concerns of the patient.

The NHS Plan can be viewed in full at the Department of Health website. You can download the plan or view it in online.

The idea for PALS arose out of growing concerns from practitioners, managers, patients, carers, voluntary organisations and many others about the increasing numbers of complaints being made about all aspect of healthcare.

In particular, it was felt that a good proportion of formal complaints could and should have been easily resolved, however, for some reason, often through poor communication this did not happen. Therefore, a new service was envisaged that would build substantially on customer service arrangements already established within Trusts, but would be able to 'trouble shoot' a range of problems and hopefully decrease the number of formal complaints.

PALS will also be linked into the clinical governance systems to help improve the outcome of the care process.

More information on PALS can be found at the Department of Health's PALS website.


Principles of a Patient Advice and Liaison Service

  • A service - Responsive to the needs of the patients, families and friends, addressing any concerns at the point of origin.
  • Integrated with the Trust - Working independently within NHS Trusts on Trust premises.
  • A catalyst for change - Provides an opportunity to change by involving and representing the views of the public and patients in shaping services.
  • Access the chief executive - PALS Manager has direct access to the Chief Executives of all three Trusts with the autonomy to negotiate immediate solutions.
  • Positive - By taking direct action for patients when concerns are raised and providing a mechanism for positive feedback regarding services, feeding directly into Clinical Governance arrangements.
  • Accessible, visible and dynamic - PALS should be easily and equally accessible for all patient groups. Provide a visible presence in each Trust. Enable Trusts to be dynamic and change services dependent upon needs.
  • Additional new service - A new service to complement existing services such as advocacy and complaints.
  • Networked to related local services - An opportunity to establish information flows and effective partnership working between the NHS and private and voluntary organisations.
  • On the side of patients - A service shaped around the patient, for the patient.