What on earth is going
on with my healthcare?
• Provide confidential information,
advice or reassurance to patients, their
relatives and carers
• Help resolve smaller issues and
problems with current care that can be
addressed immediately
• Assist patients/relatives who need time
to discuss their concerns
• Act as a first point of call for telephone
and face to face enquiries
If you still have concerns and are
thinking about raising a complaint, you
might find it helpful to talk to someone
at The Patients Association. Although
unable to discuss medical or legal
matters, this national association offers
a helpline, explaining that:
When you or a loved one is very unwell,
the journey through the healthcare
system can seem bewildering and
frightening. It’s not uncommon to feel
out of the loop when it comes to getting
clear information and guidance from the
doctors and nurses, whether you are a
hospital in-patient, attending outpatients
or visiting your GP for specialist tests
or treatment. You might be seen by a
succession of new people at various
times, each appearing to say something
different and, in some cases, not really
explaining in simple terms what is
happening to you and the plan for the
future. Of course this is sometimes
unavoidable, especially if there are
problems in diagnosing your symptoms,
or you have several different health
problems going on at the same time.
Understanding and keeping track
of who is who amongst the various
consultants, registrars, junior doctors,
nurses and healthcare assistants
involved with your care can be too much
to cope with. If you are unfamiliar with
hospitals and the way they work, worry
can set in that you are being overlooked
and perhaps not consulted about
options for your care.
Lack of communication can quickly
lead to anxiety and frustration, which
can so easily be reduced if patients
and their families are regularly informed
about what’s happening in a timely and
sensitive way. However we are all very
much aware of the pressures the NHS
is under to treat increasing numbers of
people with ever more complex needs
and sadly time for that reassuring
bedside chat is often in short supply.
However, help is at hand. Many
hospitals have on-site services (known
as PALS) to assist patients, friends or
family members if they find themselves
in need of extra support. There may be
posters around the buildings with details
of their phone number and location,
or they may offer a service where one
of their staff visits you on the ward if
appropriate. The range of services
offered will differ from one Hospital Trust
to another, but below is an outline of
what you might expect:
PALS (Patient Advice and Liaison
Service)
“Our focus from day one… has been
our helpline, set up to help patients who
may have a complaint or question about
a healthcare or social care provider.
Our vision is for health and social care
services that provide high quality and
safe care, where patients and their
carers are valued as expert partners
and recognised as individuals. And for
a health system that is compassionate,
accessible and inclusive for everyone
that seeks to improve and innovate.
Likewise, we want to see a culture
where transparency thrives, patients,
their families, carers and staff are
empowered to raise concerns and make
complaints to contribute to a better and
safer healthcare system. We believe this
should be an accountable system where
this feedback is valued and acted upon.”
The Patients Association Helpline: (020)
8423 8999 or visit their website for more
information: patients-association.org.uk
If you think you might have a claim
for financial compensation, need help
preparing for an Inquest or wish to make
a complaint about serious negligence
or misconduct, help and advice can be
found through the organisation AvMA
(Action against Medical Accidents).
Visit their website for more information:
avma.org.uk
B
y Carole Hewitt
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