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PALS Making a Difference Engaging Learning Communities 9 th March 2004

PALS Making a Difference Engaging Learning Communities 9 th March 2004. National PALS Development Group Jenny Collins Chair Phone : 01733 874000 extn 8514 E-Mail : Jenny.collins.npdg@pbh-tr.nhs.uk Pam Sorensen Vice-Chair Phone : 01962 825737 E-Mail : Pam.sorensen@weht.swest.nhs.uk.

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PALS Making a Difference Engaging Learning Communities 9 th March 2004

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  1. PALS Making a DifferenceEngaging Learning Communities 9th March 2004 National PALS Development Group Jenny Collins Chair Phone : 01733 874000 extn 8514 E-Mail : Jenny.collins.npdg@pbh-tr.nhs.uk Pam Sorensen Vice-Chair Phone : 01962 825737 E-Mail : Pam.sorensen@weht.swest.nhs.uk

  2. PALS – Working to nationally agreed core standards Department of Health Core Standards Revised in July 2003 • The PALS service is identifiable and accessible to patients, their carers, friends and families • PALS will be seamless across health and social care • PALS will be sensitive and provide a confidential service that meets individual needs • PALS will have systems that make their findings known as part of routine monitoring in order to facilitate change

  3. PALS – Working to nationally agreed core standardsContinued 5. PALS enables people to access information about Trust services and information about health and social care issues 6. PALS plays a key role in bringing about culture change in the NHS, placing patients at the heart of service planning and delivery • PALS will actively seek the views of service users, carers and the public to ensure effective services More information on Department of Health Website At : www.dh.gov.uk Click on Policy and Guidance – then Click on Patient Choice then click on Patient Advice & Liaison Services

  4. PALS - Empowering patients to make changes • Hertfordshire PALS – working with a group of patients around ME/CFS • Peterborough PALS – Cancer Patients Involvement Group • Countrywide – PALS are involving patients in the delivery of staff training

  5. County Durham –Joint publicity and promotional activities HampshirePALS - Patients wanting to die at home Bury PALS – Bereavement & cancelling transport Cambridge PALS Network – Protocol for enquiries North of Tyne, Bradford, Lincolnshire - PALS covering more than one type of Trust or working together to provide an integrated service Peterborough – Monthly PALS Induction Sessions for staff from all Statutory and Voluntary Services PALS - Working across organisational boundaries

  6. Hampshire & Peterborough Customer Care in the NHS Toolkit Cambridge PCT PALS – Improving communication around hospital discharge Hampshire –New session on Junior Doctors Training Peterborough – PALS working with specific multi disciplinary teams to help them resolve issues i.e. ultrasound PALS - Supporting front line staff

  7. PALS - Supporting the expert patient programme • PALS helping to promote EPP to enquirers • PALS helping to promote EPP through PALS Outreach • PALS involved in running courses • PALS collecting feedback from the courses • PALS encouraging participants to become involved in other Patient and Public Involvement activities

  8. PALS - Promoting wider patient & public involvement • Countrywide - PALS encouraging and supporting patients and staff to engage in PPI initiatives • Peterborough - PALS involved in steering group to establish Better Government for Older People initiative. Resulting in the formation of a new Health & Social Care Action Group for Older People.

  9. PALS - Seeking the views of patients & the public • PALS involvement in national and local patient survey work • PALS facilitating patient experience feedback days • PALS actively engaging traditionally hard to reach groups – i.e. Travellers

  10. PALS - Promoting diversity issues • Peterborough - PALS acting as the Patients Champion on Diversity issues lobbying for changes to policies and procedures • Darlington – Involving people with learning disabilities in making a video about PALS for people with learning disabilities.

  11. PALS - influencing other initiatives • PALS and clinical governance • PALS and essence of care • PALS and staff training & development • PALS and the choice agenda • PALS and matrons • PALS and improving working lives

  12. PALS improving the patient experience • The National PALS Development Group repository of good practice. • PALS improve the patient experience daily – as part of their routine work • Improvement is gradual but definitely happening • PALS are catalysts for change and improvement – work with others to make this happen

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