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An Introduction to Clinical Governance and Patient Safety$
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Elizabeth Haxby, David Hunter, and Siân Jaggar

Print publication date: 2010

Print ISBN-13: 9780199558612

Published to Oxford Scholarship Online: January 2011

DOI: 10.1093/acprof:oso/9780199558612.001.0001

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Patient Advice and Liaison Service

Patient Advice and Liaison Service

Chapter:
(p.321) Chapter 36 Patient Advice and Liaison Service
Source:
An Introduction to Clinical Governance and Patient Safety
Author(s):

Eve Cartwright

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780199558612.003.0036

This chapter discusses Patient Advice and Liaison Services (PALS), which were introduced as part of a government plan to make health care services more accountable to patients. PALS is a confidential service with a remit to ensure patients can raise concerns and have them resolved promptly with a minimum of bureaucracy. Information obtained through PALS can identify risk and safety issues which need to be addressed as part of effective risk management and clinical governance. Key themes raised with PALS include poor communication, appointment delays, and cancellations as well as concerns about privacy and dignity, and hospital facilities.

Keywords:   Patient Advice and Liaison Service, healthcare quality, healthcare accountability, healthcare services, patient concerns, privacy, dignity

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