Using NHS customer care

If you are receiving care from an NHS mental health trust in the U.K. there is usually another related organisation called PALS or sometimes customer care. It’s a channel to air complaints mostly. It’s quite useful if you want to get the NHS bureaucracy to move its gear wheels. 

PALS itself is quite slow and bureaucratic but they do know how to push certain buttons within the system. For example I recently requested to change my social worker and PALS was able to set that in motion. Although as I’ve mentioned they do work quite lethargically.

Previously I’ve even gotten a meeting with the head of the trust through PALS. 

What PALS is not good at is looking at anything outside the pre-existing NHS tickboxes. So they are not good for requesting alternative treatments that aren’t approved by NICE or doing anything much more radical than pulling the pre-existing levers of complaint. 

Advertisements