Here is a brief update to the SW London carers group facilitated by Matthew McKenzie and Ava.

Matthew discussed the importance of engaging with Patient Advice and Liaison Service (PALS) for carers, emphasizing its role in providing support, advice, and information to patients and their families. The group also shared their experiences with PALS and other healthcare services, highlighting the need for transparency, accountability, and effective complaint resolution. Plans were made for upcoming meetings, including a speaker on PALS and discussions on expanding membership and increasing attendance.

Engaging With Patient Advice and Liaison Service (PALS)

Matthew discussed the importance of engaging with Patient Advice and Liaison Service (PALS) for carers. He emphasized that PALS serves as a bridge between the organization and patients/carers, providing information and support. Matthew also highlighted the role of PALS in empowering carers with knowledge, improving the quality of care, and holding the service accountable. He stressed the need for transparency and accountability from PALS, and the importance of monitoring service standards. Ava confirmed that their March speaker from STLSTG will focus on PALS. Matthew also shared a presentation he developed on why carers need to engage with PALS and hold them accountable.

PALS Role and Awareness Discussion

Matthew discussed the role of the Patient Advice and Liaison Service (PALS) within the NHS, emphasizing its importance in providing support, advice, and information to patients and their families. He also highlighted the role of PALS in handling complaints and feedback. Matthew suggested various ways to raise awareness about PALS, including introducing it in carer handbooks and during engagement and peer group forums.

PALS Role in Healthcare Navigation

Matthew continued to discussed the role of PALS (Patient Advice and Liaison Services) in healthcare, emphasizing their function as a bridge for patients, carers, family members, and advocacy services to help navigate NHS services, resolve issues, and raise concerns. He highlighted that PALS can provide advice on healthcare services, help escalate complaints, and connect service users with impartial advice to support and resolve disputes. Matthew also noted that PALS can be contacted when individuals feel their concerns are not being addressed, and that they can receive both positive and negative feedback. He concluded by stating that PALS can be a point of contact for anyone needing help navigating NHS services.

Addressing GP Surgery Complaints Process

In the meeting, a carer shared their negative experience with a doctor’s reception staff, which escalated into a complaint and a warning. They expressed frustration with the process of filing complaints and the lack of support from the Ombudsman. Carers suggested they should consider contacting the Care Quality Commission (CQC) or Healthwatch for support. Matthew discussed a step-by-step process for addressing complaints about a GP surgery. He suggested starting with the GP manager, then escalating to Healthwatch, NHS England, and the MP. He also mentioned the possibility of contacting the Care Quality Commission (CQC) and independent advocacy services. Matthew emphasized the importance of documenting all interactions and suggested that if the issue remains unresolved, it could be brought to the attention of the media, which is usually the last resort.

Expanding Membership and Meeting Plans

The group discusses plans for upcoming meetings and ways to expand their membership. A carer agreed to arrange a speaker on pharmacy and medication for a future meeting, while another carer confirmed that someone from the Governance Office will speak about PALS in March. The members brainstormed ideas to increase attendance, including distributing flyers, creating business cards, and drafting content for the involvement newsletter. They also discuss the current membership size and the challenges of engaging more carers.