University Hospital of Leicester NHS Trust
Early Beginning
The PALS Pathfinder at the Leicester Royal Infirmary site of UHL was developed in January 2001 by a multi-agency group that included representation from the Acture Trust, Primary Care, Leicestershire Community Health Council, Social Services, the Voluntary Sector and the Health Authority.
The PALS at LRI will integrate a number of roles to provide patients with information and support in their use of the Trust's services. The service will include input from the Patients' Representatives, volunteers, Senior Sisters and the Service Equality Manager.
The PALS Team
There is currently 1 full time and 1 part-time Patients' Representative. They will be supported by a group of volunteers to meet and greet patients and their families. The Patients' Representatives report to the Assistant Director of Nursing.
What the Service will provide
- Confidential listening
- A gateway for users and carers into the new public involvement system
- Meeting and greeting
- Informaiton
- Signposting
- Staff advice and education
- Feedback about services from users
Access
The service is highly visible, based in the main reception area, adjacent to the A & E Department. The service is available Monday to Friday from 9am to 7pm. The patients Representatives take a proactive approach to meet with staff and patients on the wards to raise awareness of the srvice. There are numerous reception areas in the hospital, therefore reception staff have been briefed in how to contact the Patients' Representatives on behalf of patients. The Patients representatives carry air pagers. Where patients have specific needs around interpreting, the Trust will be able to access telephone and face-to-face interpreting.
Future Directions
The PALS will develop under the umbrella of patient and public involvement and form part of a public involvement team to include a volunteer co-ordinator and a bereavement advisor. A multi-agency Chapter 10 Steering Group has been set up across Leicester, Leicestershire and Rutland to act as a forum for shared learning and for ensuring that there is a consistent approach to the implementation of the various components of Chapter 10. Part of its early work will focus on PALS across the Trusts and in Primary Care, and will look at issues such as protocols for cross-boundary referrals.
Contact:
Carole Doherty
Assistant Director of Nursing
University Hospitals of Leicester NHS Trust
Tel: 0116 258 5888
email: cdoherty@uhl.trent.nhs.uk
