PALS and ICAS
What is Patient Advice Liaison Service (PALS)?
PALS 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
- information on and explanations of NHS complaints procedures and how to get in touch with someone who can help. More
- information can be found from the Complaints policy section of the DH website (see link below).
- information on how you can get more involved in your own healthcare and the NHS locally (see link Make Time for Health below).
- a focal point for feedback from patients to inform service developments
PALS act on behalf of their service users when handling patient and family concerns. They liaise with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions and to help bring about changes to the way that health services are delivered. PALS will also refer patients and families to local or national-based support agencies (such as locally based independent advocacy organisations) as appropriate.
What is Independent Complaints Advocacy Service (ICAS)?
ICAS is the agency that supports individuals complaining about the National Health Service (NHS). All services provided by the NHS will come under the NHS complaints procedure and this would include GPs, hospitals, pharmacies, opticians, dentists. ICAS focuses on helping individuals who choose to pursue complaints about the NHS.
These are some of the ways in which ICAS can help you:
- explain how the NHS complaints procedure works
- listen to your complaint and discuss your options and choices
- help you to write letters about your complaint
- go through the replies you receive and explain what else can be done
- go with you to meetings and give you support.
- speak to other agencies on your behalf
- give you information on other services you may wish to access
- help you to obtain medical records
If you use the NHS Complaints Procedure to express your concerns, it can help you to get the answers and explanations you may have been seeking. Additionally, by drawing attention to your personal experiences, you may help bring about changes and improvements to the service that other users may benefit from.
(Information from ICAS provider POhWER)
Since 2006, when new contracts for delivering the service were awarded by the Department of Health, ICAS is being delivered by three organisations, South East Advocacy Projects (SEAP), The Carers’ Federation and POhWER (an independent advocacy agency based in Hertfordshire) in 9 regions covering the whole of England.
