Long story short: I sent the PALS service of a Mental Health Trust emails explaining sensitive context and asked them to send DS' MH team one specific request on my behalf. This after PALS hadn't followed procedure from the outset. But this was far worse. Instead of reading my emails closely and sending said email, someone simply forwarded my emails to the team leader, sending me a breezy email to say that this is what they'd done. I then phoned and explained that I hadn't asked for this at all.
Eventually, a reluctant apology though again on the phone, not in writing. I asked the PALS staff member to write to the MH team leader, asking that the emails were deleted before they were read. However, given the lapse of time (and human nature), it is very likely that the emails have been read.
I explained to the PALS person that although the emails did not contain any false information or anything particularly critical, they were sent in confidence and will have, once read, undermined a trust relationship that we're trying to build with the team for our son's sake. I wrote to said PALS person last night, reiterating the point about confidentiality, having checked the PALS terms of reference and NHS confidentiality regulations.
PALS is a confidential service and consent to share must be given by the enquirer unless there is a statutory need to breach that which there wasn't in this case.
Does anyone have experience of similar PALS behaviour? This is a Trust that attracts a great deal of criticism. I feel that this incident which will - believe me - have repercussions for our relationship with the team should be brought to someone else's attention so that training is put in place, it doesn't happen to another carer etc. Thoughts and advice, please.