Who has referred this complainant?
When people first want to raise issues about health services, they usually go to a member of staff, ring NHS Direct (external link), or, increasingly, to a Patient Advice and Liaison Service.(external link)
PALS
PALS are available in all NHS Trusts.
They act independently to 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
- explanations of NHS complaints procedures and how to get in touch with someone who can help.
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PALS has the power to negotiate speedy resolution of problems by liaising with staff, managers and other organisations. If the complainant wishes, PALS can offer assistance in putting together a statement of complaint, but will also give the choice of direct referral to ICAS advocates for this purpose. PALS staff will facilitate this handover.
The complainant may have approached ICAS because
- they were unable to sort out their problem by discussing it with the staff involved
- PALS has not been able to successfully intervene on their behalf
- they have received a letter from the Trust complaints manager that gives them the local ICAS telephone number.
Next: Concern or complaint
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