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In 2002 the Patient Advice and Liaison Service, known as PALS, was formally launched to the NHS to bridge the gap between services and service-users, empowering patients and enabling the prompt resolution of issues.
Jump forward almost two decades into the increasingly litigious world of healthcare, and the often increasingly vexatious relationships between the public and their services. This, combined with ever-smaller budgets for non-essential services means that PALS has been through several identity crises particularly over the last 10 years. At points PALS has almost come off the agenda completely for some organisations who have moved to ‘integrate’ PALS into the complaints department (and yet those complaints keep coming).