Patient Advice and Liaison Services: Standards
The question
To ask the Secretary of State for Health and Social Care, what assessment he has made of the adequacy of NHS trusts in responding to Patient Advice and Liaison Service enquiries within required timeframes.
Answered by Dr Zubir Ahmed
We have not made an assessment of the adequacy of National Health Service trusts in responding to Patient Advice and Liaison Service (PALS) enquiries. Generally, there are no required national timeframes for responding to enquiries made to PALS. However, if they are responding to complaints raised under the formal NHS complaints process, they must follow the requirements in The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. The regulations require NHS organisations to notify complainants about the timeframe in which the investigation of their complaint is likely to be completed and investigate and resolve formal NHS complaints speedily and efficiently.
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