What do PALS do? What will happen?

FinkleFlint · 2024-04-23T12:07:34+00:00

Hi, has anyone complained via PALS or works within the NHS and has some insight? If so, what happens with a complaint? What potential outcomes are there / what potential action might be taken as a result of a report or complaint to PALS? Many TIA

AnneLovesGilbert · 23/04/2024 13:12

I did one. It went on for about 6 months and the final report said they’d done some extra training on staff in the area I’d engaged with and also included some utter lies detailing meetings I’d never had. I replied outlining the things that weren’t true and was told to go to the ombudsman but tbh by then I just couldn’t face it and left it.

It depends on what you’re hoping for I think.

Hotsausage2 · 23/04/2024 13:12

It slightly depends on what the complaint is. If it is due to care hen it would normally go to the ward manager to do an investigation and implement changes and report back and also apologise.

GymBergerac · 23/04/2024 13:33

We spent six months emailing them back and to because after three years DH was still awaiting life improving, although not life saving surgery. It apeeared he had been lost in the system. He had another scan and review with the consultant, who hadn't read his notes and thought he had had the surgery already.....DH was promised surgery before the end of February.
He still hasn't had the surgery.
Were just gearing up to start emailing PALS again, although DH is now in such a bad place about it that he's reluctant to engage with anyone about it any more

So yeah.... That's what happens.....

😡

PersephonePomegranate23 · 23/04/2024 13:36

Nothing IME except a 'we're sorry you had a bad experience' or 'sorry you felt like x,y,z' letter.

They're not impartial at all.

LIZS · 23/04/2024 13:59

Depends , often it is just a case of a quick case review, a meeting with clinicians but more serious complaints can become formal investigations as an incident where those involved are interviewed and a report compiled. Is it likely the circumstances of your complaint was reported by staff at the time or dealt with under Duty of Candour,

TraitorsGate · 23/04/2024 14:07

Someone from pals will find the patient, or medical notes, go through the complaint, speak with the ward/clinical manager, maybe speak to the patient. Ask the staff involved what they know, ask for their side of the story, maybe ring or meet with the complainant to say they have spoken with the staff, apologise or explain, ask what the complainant wants to do. If its against a member of staff they will speak to the staffs manager. A lot depends on what the complaint is, what led to it,mitigating factors, what action was taken at the time, how serious it is and was any harm done.

TraitorsGate · 23/04/2024 14:11

AnneLovesGilbert · 23/04/2024 13:12

I did one. It went on for about 6 months and the final report said they’d done some extra training on staff in the area I’d engaged with and also included some utter lies detailing meetings I’d never had. I replied outlining the things that weren’t true and was told to go to the ombudsman but tbh by then I just couldn’t face it and left it.

It depends on what you’re hoping for I think.

The staff are often caught up in the lies too, I've seen complaints made against innocent staff, staff who weren't even on duty at the time and ones who did everything right but it still wasn't enough.

PostItInABook · 23/04/2024 14:11

This is the new framework that all NHS Trusts will be working to for patient safety incidents. For other complaint types like staff attitude etc it will be usual process…..triaged, categorised, investigated, response.

https://www.england.nhs.uk/patient-safety/patient-safety-insight/incident-response-framework/#who

NHS England » Patient Safety Incident Response Framework

https://www.england.nhs.uk/patient-safety/patient-safety-insight/incident-response-framework/#who

Original poster

FinkleFlint · 23/04/2024 15:40

AnneLovesGilbert · 23/04/2024 13:12

I did one. It went on for about 6 months and the final report said they’d done some extra training on staff in the area I’d engaged with and also included some utter lies detailing meetings I’d never had. I replied outlining the things that weren’t true and was told to go to the ombudsman but tbh by then I just couldn’t face it and left it.

It depends on what you’re hoping for I think.

Extra training with staff sounds vague and like a cop out – this could easily be a quick chat relaying the details of the complaint and nothing more. And no one would be any the wiser if they’re as vague as this. I would want to know what training, how long.

Lies about meetings you’ve never had – just unreal.

Sounds like a war of attrition – wearing those lodging complaints down with bland platitudes and obfuscation.

Sorry they were so unhelpful.

OP posts:

snorlax99 · 23/04/2024 15:45

Mine was full of lies as well. Completely different version of events from them as to what actually happened. They said they were sorry if I had been led to believe something different had happened and it was a miscommunication or something like that. I am 100% certain what happened that day and the staff member involved lied her arse off. I gave birth the week they responded so I never followed it up again because obviously was busy with my newborn and I didn't have the head space for it.

Warmfuzzyblankets · 23/04/2024 15:45

We just got a detailed report back with apology and went through why they did what they did. There were a number of things I complained about. Some of the things had an explanation (all be it not a great one) and one of the things was basically not excused and just an apology for not doing what they should have. And that was that.

I would like to think the staff involved at least got a little bit of a kick up the bum to not do it to anyone else.