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What do we
do?
examples of how PALS have already helped some people
Case 1
A woman approached the PALS team after being told in a clinic that her Doppler Scan appointment would be in 3 weeks, when in fact the routine waiting time was 6 months. As a result of PALS contact, up-to-date waiting time information is now sent to each clinic so all patients receive the correct information.
Case 2
A patient contacted the PALS team after experiencing a long wait in out-patients with no explanation of the reason why. PALS found that the reason was due to a new receptionist in the department not being made aware of the procedure of informing patients of delays. As a result the department now includes specific training on this as part of the induction for all new receptionists.
Case 3
The mother of a patient with Cerebral Palsy contacted PALS for advice relating to a hospital clinic her daughter needed to attend. She had tried contacting the clinic by leaving messages but no-one had returned her call. She wanted to know what she could do next. The PALS officer offered to call the clinic for her. After speaking to the manager of the clinic the mother received a phone call that day to arrange an appointment. Although she could have probably have made the appointment herself she found it a relief that there was someone there to do it for her.
Case 4
A lady contacted PALS because she was in great pain and wanted to know if anything could be done to bring forward her appointment to see a consultant. PALS advised her to contact her G.P. who agreed she had a clinical need and wrote to the consultant. During the conversation with PALS the lady mentioned she had been off work sick for several months and she was the sole earner in the family and was worried about her income. PALS advised her to contact the C.A.B. for benefits advice. When PALS called to check the lady was satisfied with the service she said she felt as if a weight had been lifted from her because she has contacted PALS. Her appointment had been brought forward and she had been helped to claim an increase in benefits.
