The functions of PALS are to:
- Be identifiable and accessible to patients, their carers, friends and families
- Provide on the spot help in every Trust with the power to negotiate immediate solutions or speedy resolution of problems
- Act as a gateway to appropriate independent advice and advocacy support from local and national sources
- Provide accurate information to patients, carers and families, about the Trust’s services, and about other health related issues
- Act as a catalyst for change and improvement by providing the Trust with information and feedback on problems arising and gaps in services
- Operate within a local network with other PALS in their area and work across organisational boundaries
- Support staff at all levels within the Trust to develop a responsive culture[1]
The service can, for instance, act as a first point of contact for complaints, as well as providing information on NHS services and available treatment options.[2] In some areas, PALS also provide complaint handling for hospitals. PALS services are therefore not always independent.[3]