So what sort of issues do Patient Advice and Liaison Service staff deal with? Here you can read some real life examples of how PALS people have helped NHS patients in Kent.
Rehabilitation reform
A 22-year-old woman was injured. Her mother contacted PALS, concerned that the rehabilitation services her daughter received seemed to be geared towards older people. In line with the mother's suggestion, rehabilitation workers were trained about issues affecting young people.
Waiting time updates
A clinic told a woman that her appointment for a scan would be in three weeks, when the routine waiting time was in fact six months. Because PALS were contacted, up-to-date waiting time information is now sent to clinics.
Fixing fonts
PALS received a copy of a letter to a lady whose eyesight is not very good. The letter had been printed in a very small type size. Having taken the advice of the Royal National Institute for the Blind, most departments in the local health service are now sending letters in a larger type size.
Operation assistance
An elderly woman needed a cataract removed from her eye. After an assessment confirmed that her eye was ready for the operation, she had heard nothing for 10 weeks, and eventually contacted PALS as she was growing anxious. PALS called the NHS staff who dealt with waiting lists for the cataract operation.
It turned out that a medical issue had caused a delay, and the waiting lists people arranged for the woman to have her operation two and a half weeks later - also arranging her transport to the hospital. Just before she was due to have the operation, the woman contacted PALS again because she was worried about when she should get to the hospital. PALS was able to reassure her and confirm the time that she was supposed to arrive.
