What is the Patient Advocacy and Liaison Service (PALS)?
PALS (Patient Advocacy and Liaison Service) Team
The Patient Advocacy and Liaison Service (PALS) is a dedicated service within the GHA designed to support patients, their families, and carers. The PALS team plays a critical role in ensuring that the voices of patients are heard and that their concerns, queries, or feedback are addressed promptly and effectively.
Functions of the PALS Team:
- Information and Guidance: PALS provides patients, families, and carers with information about the healthcare services available to them, how to access these services, and what they can expect during their care.
- Support and Advocacy: The PALS team assists patients who may feel overwhelmed, confused, or unsure about their treatment. They act as advocates, helping to communicate patient concerns or wishes to healthcare providers.
- Resolving Concerns and Complaints: If a patient or their family has concerns about the care they are receiving, PALS can help address these issues informally and quickly, aiming to resolve problems before they escalate into formal complaints.
- Feedback and Improvement: PALS collects feedback from patients and their families, which is used to improve the quality of healthcare services. They ensure that patient experiences are considered in service development and delivery.
Raising a concern via PALS:
Once you contact PALS you will be acknowledged within 24 hours or on the next working day. PALS will liaise with the relevant departments or individuals in attempts to resolve your enquiry within 5 working days. If more time is required, you will be contacted with an update and the reason for the necessary extension.
The difference between raising a concern with PALS and making a formal complaint:
PALS problem solving can be referred to as ‘informal resolution’. If a concern cannot be resolved informally through PALS’ discussion and liaison with clinical services, you might wish to raise your concerns in a formal complaint.
If you wish to make a formal complaint, please contact the Complaints Team via complaints@gha.gi.
Q: How can I contact PALS?
A: You can contact PALS via phone, email, or by visiting the PALS office on the ground floor at St Bernard’s Hospital.
Q: Do I need an appointment to speak with someone from PALS?
A: Generally, you can walk in without an appointment during their working hours, Monday – Friday 9am to 3pm. However, it is advisable to call ahead if you want to ensure someone is available to assist you.
Q: Can PALS help me with a formal complaint?
A: Yes, PALS can provide guidance on how to make a formal complaint and may help resolve issues informally. If the issue cannot be resolved, they can advise on the next steps.
Q: Is PALS confidential?
A: Yes, PALS offers a confidential service. They will only share your information with other departments or healthcare professionals with your consent, unless there are concerns about your safety or the safety of others.
Q: Can I use PALS services for a relative or friend?
A: Yes, you can use PALS on behalf of someone else, provided you submit their written consent to do so.
PALS Office Hours:
- Monday – Friday 9am to 3pm (excluding Public Holidays)
- Contact us: patientadvice@gha.gi 200 72266 Ext 2790 or 2791
Your feedback is important to the GHA and it helps improve the Health Care Service for all. It is important to have your say and be heard!
Please take a minute to complete the GHA Patient Experience Survey below:
