The Experts below are selected from a list of 33606 Experts worldwide ranked by ideXlab platform
Patricia Sloper - One of the best experts on this subject based on the ideXlab platform.
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access to and use of nhs Patient Advice and liaison service pals the views of children young people parents and pals staff
2008Co-Authors: Janet Heaton, Patricia Sloper, Susan ClarkeAbstract:Background The English National Health Service Patient Advice and Liaison Service (PALS) was set up to provide Patients and their relatives with a way of obtaining information or expressing concerns about their health care. This study examined children's, young people's and parents' access to and use of PALS, and how this could be improved. Methods Qualitative and quantitative methods were used to obtain the views of children, young people, parents and PALS staff, on the inclusiveness of the service. These methods included discussion groups and interviews with 30 young people and 16 parents; a postal survey of PALS users, to which 171 (21%) parents responded; and telephone interviews with 14 PALS staff. The data were analysed using qualitative and quantitative methods, and the views of participants on key topics were examined. Results Children and young people were found to be low users of PALS, but thought that the service was potentially useful. They and parents and PALS staff all highlighted ways in which access to and use of the service could be improved. Participants' views on the following topics are reported: awareness of PALS existence and role; access to and use of PALS; effectiveness of and satisfaction with PALS; and training of staff. Conclusions and recommendations Patient Advice and Liaison Service has not been designed and developed in ways that are fully inclusive of children, young people and parents. Based on their views and experiences, and the suggestions of PALS staff, the authors recommend that access to and use of the service could be improved, increasing awareness of PALS, facilitating access to and use of the service, providing training for PALS staff on dealing with young people and their issues, and developing links between PALS and other organizations that deal with young people and parents.
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national survey of Patient Advice and liaison services pals in england children young people and parents access to and use of pals
2004Co-Authors: Janet Heaton, Patricia SloperAbstract:Background Patient Advice and Liaison Services (PALS) have been set up in the National Health Service (NHS) in England to enable Patients and the public to access information and raise issues they are concerned about their health care. The aim of this study was to examine to what extent, and how, PALS have promoted children’s, young people's and parents’ access to and use of the service. Methods A postal questionnaire was sent to PALS in 553 NHS Trusts and Primary Care Trusts (PCTs). PALS in Ambulance Trusts, and Specialist Trusts that were known not to provide services for children and young people, were excluded. Results Questionnaires were returned by 320 respondents representing 369 trusts – a response rate of 67%. Seventy-seven responses were not valid, giving a final sample of 243 PALS. This included 122 PALS serving PCTs, 101 serving NHS Trusts, 15 serving a mix of both PCTs and NHS Trusts, and five serving children's hospitals. The responses suggest that, to date, most PALS have been developed as a generic service, with some making special efforts to target specific groups of Patients and sections of the public. However, where such efforts have been made, they have tended to focus most of all on older people and least of all on children. Conclusions PALS are intended to serve all sections of the community and accordingly need to be developed in ways that ensure the service is accessible to hard-to-reach groups such as children and young people. The remainder of the research will examine children, young people and parents’ perspectives on how PALS can involve them, and will provide associated guidelines for trusts.
Janet Heaton - One of the best experts on this subject based on the ideXlab platform.
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access to and use of nhs Patient Advice and liaison service pals the views of children young people parents and pals staff
2008Co-Authors: Janet Heaton, Patricia Sloper, Susan ClarkeAbstract:Background The English National Health Service Patient Advice and Liaison Service (PALS) was set up to provide Patients and their relatives with a way of obtaining information or expressing concerns about their health care. This study examined children's, young people's and parents' access to and use of PALS, and how this could be improved. Methods Qualitative and quantitative methods were used to obtain the views of children, young people, parents and PALS staff, on the inclusiveness of the service. These methods included discussion groups and interviews with 30 young people and 16 parents; a postal survey of PALS users, to which 171 (21%) parents responded; and telephone interviews with 14 PALS staff. The data were analysed using qualitative and quantitative methods, and the views of participants on key topics were examined. Results Children and young people were found to be low users of PALS, but thought that the service was potentially useful. They and parents and PALS staff all highlighted ways in which access to and use of the service could be improved. Participants' views on the following topics are reported: awareness of PALS existence and role; access to and use of PALS; effectiveness of and satisfaction with PALS; and training of staff. Conclusions and recommendations Patient Advice and Liaison Service has not been designed and developed in ways that are fully inclusive of children, young people and parents. Based on their views and experiences, and the suggestions of PALS staff, the authors recommend that access to and use of the service could be improved, increasing awareness of PALS, facilitating access to and use of the service, providing training for PALS staff on dealing with young people and their issues, and developing links between PALS and other organizations that deal with young people and parents.
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national survey of Patient Advice and liaison services pals in england children young people and parents access to and use of pals
2004Co-Authors: Janet Heaton, Patricia SloperAbstract:Background Patient Advice and Liaison Services (PALS) have been set up in the National Health Service (NHS) in England to enable Patients and the public to access information and raise issues they are concerned about their health care. The aim of this study was to examine to what extent, and how, PALS have promoted children’s, young people's and parents’ access to and use of the service. Methods A postal questionnaire was sent to PALS in 553 NHS Trusts and Primary Care Trusts (PCTs). PALS in Ambulance Trusts, and Specialist Trusts that were known not to provide services for children and young people, were excluded. Results Questionnaires were returned by 320 respondents representing 369 trusts – a response rate of 67%. Seventy-seven responses were not valid, giving a final sample of 243 PALS. This included 122 PALS serving PCTs, 101 serving NHS Trusts, 15 serving a mix of both PCTs and NHS Trusts, and five serving children's hospitals. The responses suggest that, to date, most PALS have been developed as a generic service, with some making special efforts to target specific groups of Patients and sections of the public. However, where such efforts have been made, they have tended to focus most of all on older people and least of all on children. Conclusions PALS are intended to serve all sections of the community and accordingly need to be developed in ways that ensure the service is accessible to hard-to-reach groups such as children and young people. The remainder of the research will examine children, young people and parents’ perspectives on how PALS can involve them, and will provide associated guidelines for trusts.
Susan Clarke - One of the best experts on this subject based on the ideXlab platform.
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access to and use of nhs Patient Advice and liaison service pals the views of children young people parents and pals staff
2008Co-Authors: Janet Heaton, Patricia Sloper, Susan ClarkeAbstract:Background The English National Health Service Patient Advice and Liaison Service (PALS) was set up to provide Patients and their relatives with a way of obtaining information or expressing concerns about their health care. This study examined children's, young people's and parents' access to and use of PALS, and how this could be improved. Methods Qualitative and quantitative methods were used to obtain the views of children, young people, parents and PALS staff, on the inclusiveness of the service. These methods included discussion groups and interviews with 30 young people and 16 parents; a postal survey of PALS users, to which 171 (21%) parents responded; and telephone interviews with 14 PALS staff. The data were analysed using qualitative and quantitative methods, and the views of participants on key topics were examined. Results Children and young people were found to be low users of PALS, but thought that the service was potentially useful. They and parents and PALS staff all highlighted ways in which access to and use of the service could be improved. Participants' views on the following topics are reported: awareness of PALS existence and role; access to and use of PALS; effectiveness of and satisfaction with PALS; and training of staff. Conclusions and recommendations Patient Advice and Liaison Service has not been designed and developed in ways that are fully inclusive of children, young people and parents. Based on their views and experiences, and the suggestions of PALS staff, the authors recommend that access to and use of the service could be improved, increasing awareness of PALS, facilitating access to and use of the service, providing training for PALS staff on dealing with young people and their issues, and developing links between PALS and other organizations that deal with young people and parents.
Anne Lanceley - One of the best experts on this subject based on the ideXlab platform.
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Patient Advice and liaison services strengthening the voices of individual service users in health care organizations
2006Co-Authors: Stephen Abbott, Julienne Meyer, Jane Bentley, Anne LanceleyAbstract:Objective To explore the roles of Patient Advice and Liaison Services (PALS) in their interactions with service users. Context Every National Health Service health-care provider in England now has a PALS, which provides service users with information and help in resolving concerns and dissatisfactions with health care. Design Longitudinal qualitative study, 2002–4. This paper draws on data from 27 semi-structured interviews. Setting and participants PALS personnel working in six case study PALS in London. Findings PALS personnel adopt seven roles in order to support their clients in sorting out problems with health care: information provider; listener; messenger (passing on information from service users to staff); go-between (passing information forward and back); supporter (helping service users to present their own views); mediator (when two or more parties are in dispute); resource mobilizer (when the support of senior staff or other agencies is necessary to resolve a problem). Conclusions Though these are not new functions, PALS is a universal service which is better placed than front-line health-care staff to offer such support, and increases choice for service users looking for sources of information and Advice.
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let s be pals user driven organizational change in healthcare
2005Co-Authors: David A Buchanan, Stephen Abbott, Jane Bentley, Anne Lanceley, Julienne MeyerAbstract:St BartholomewSchool of Nursing and Midwifery, City University London, Philpot Street, London, E1 2EA, UKCorresponding author emails: d.buchanan@dmu.ac.uk; BuchDave@aol.comThis paper explores user-driven organizational change in the National Health Service(NHS). The NHS Plan (Department of Health, 2000) created Patient Advice andLiaison Services (PALS) to provide information, solve problems and drive user-ledchange. Evidence is drawn from a study of PALS in London acute, primary care,mental health and specialist trusts, drawing on discussion forums, interviews with PALSofficers and documentation. From context and role profiles, two conclusions are evident.First, organizational instability, boundary disputes, variable management support,resource limitations, financial insecurity and multi-site working characterize the contextin which PALS operate, and the officer role is characterized by problem diversity,overlap with complaints systems, monitoring problems, relationship building and ‘serialusers’. Second, these context and role attributes restrict PALS to ‘repair andmaintenance’, ensuring that established systems work correctly. While PALS sit on thebottom rung of a ‘participation ladder’, their contribution is more than tokenistic.However, a processual perspective demonstrates how a fluid, networked, and diversifiedcontext isolates PALS structures from management decision-making, constrainingtheir power base, and inhibiting the promotion of substantive change agendas.
Stephen Abbott - One of the best experts on this subject based on the ideXlab platform.
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Patient Advice and liaison services strengthening the voices of individual service users in health care organizations
2006Co-Authors: Stephen Abbott, Julienne Meyer, Jane Bentley, Anne LanceleyAbstract:Objective To explore the roles of Patient Advice and Liaison Services (PALS) in their interactions with service users. Context Every National Health Service health-care provider in England now has a PALS, which provides service users with information and help in resolving concerns and dissatisfactions with health care. Design Longitudinal qualitative study, 2002–4. This paper draws on data from 27 semi-structured interviews. Setting and participants PALS personnel working in six case study PALS in London. Findings PALS personnel adopt seven roles in order to support their clients in sorting out problems with health care: information provider; listener; messenger (passing on information from service users to staff); go-between (passing information forward and back); supporter (helping service users to present their own views); mediator (when two or more parties are in dispute); resource mobilizer (when the support of senior staff or other agencies is necessary to resolve a problem). Conclusions Though these are not new functions, PALS is a universal service which is better placed than front-line health-care staff to offer such support, and increases choice for service users looking for sources of information and Advice.
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let s be pals user driven organizational change in healthcare
2005Co-Authors: David A Buchanan, Stephen Abbott, Jane Bentley, Anne Lanceley, Julienne MeyerAbstract:St BartholomewSchool of Nursing and Midwifery, City University London, Philpot Street, London, E1 2EA, UKCorresponding author emails: d.buchanan@dmu.ac.uk; BuchDave@aol.comThis paper explores user-driven organizational change in the National Health Service(NHS). The NHS Plan (Department of Health, 2000) created Patient Advice andLiaison Services (PALS) to provide information, solve problems and drive user-ledchange. Evidence is drawn from a study of PALS in London acute, primary care,mental health and specialist trusts, drawing on discussion forums, interviews with PALSofficers and documentation. From context and role profiles, two conclusions are evident.First, organizational instability, boundary disputes, variable management support,resource limitations, financial insecurity and multi-site working characterize the contextin which PALS operate, and the officer role is characterized by problem diversity,overlap with complaints systems, monitoring problems, relationship building and ‘serialusers’. Second, these context and role attributes restrict PALS to ‘repair andmaintenance’, ensuring that established systems work correctly. While PALS sit on thebottom rung of a ‘participation ladder’, their contribution is more than tokenistic.However, a processual perspective demonstrates how a fluid, networked, and diversifiedcontext isolates PALS structures from management decision-making, constrainingtheir power base, and inhibiting the promotion of substantive change agendas.