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Presentation by John Larkham

Presentation by John Larkham. Information, signposting and advice – how LHWs and PALS can work together. Who we are. Established 2006 as not for profit company Registered as a charity, 2007

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Presentation by John Larkham

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  1. Presentation by John Larkham Information, signposting and advice – how LHWs and PALS can work together

  2. Who we are • Established 2006 as not for profit company • Registered as a charity, 2007 • Membership organisation with members in all 10 SHA areas but variability from area to area – circa 130 trusts • Trustees – 7 full-time NHS staff • No NPN staff, office or phone line

  3. Aims of NPN • Empower and support colleagues throughout the service to deliver high quality, accessible and consistent services for patients, carers and the public. • Raise the profile of PALS and promote the service effectively. • Act as a focal point for stakeholder involvement and a national voice for PALS. • Provide leadership and influence policy and public debate.

  4. Activities • Limited by modesty of resources • PALS Online – 14,000 visits per month. Includes public information, resources, news, discussion forums, office directory, hyperlinks directory. (Potential shared resource?) • National work-streams – complaints, HealthWatch. • Contact and communications conduit with other stakeholders.

  5. PALS core functions • Health and service information • Signposting and onward referral • Navigation and liaison • Concerns and complaints handling, support, and a gateway to ICAS • Working collaboratively across organisational boundaries • Catalyst for service improvement

  6. PALS - The ‘Insider’ “Having an ‘insider’ view is crucial to supporting patients in navigating the new systems. This does not mean just telling them where/who to go to, but supporting them . . . in understanding why a decision has been made about their care . . . and the relevant pathways that they should be aware of in relation to their ongoing needs.”

  7. PALS - The ‘Insider’ “PALS are in a position of being able to build up a wide view of what’s happening in an organisation because we deal with such a large variety of issues each day . . . We work hard to develop positive and trusting working relationships with staff. People who are independent from the organisation may find it harder to gain the trust of staff . . . they may not get such a candid explanation . . . from staff as PALS currently do.”

  8. PALS - The ‘Insider’

  9. “In considering the future of PALS the Committee has had to balance its core role i.e. the speedy resolution of complaints, with the independence that some witnesses have called for. On balance, the Committee finds that PALS should remain a part of the workforce of the organisation being complained about. This “insider” position offers PALS the opportunity to access and influence clinicians and managers that may otherwise be more difficult to achieve.”

  10. What will be expected of LHWs? • “ensure that the views and feedback from people who use services, carers and members of the public are integral to local commissioning • provide advocacy and support to people and help them to make choices about services • provide intelligence for HealthWatch England about the quality of providers.”

  11. DH consultation document • “providing information to service users to access health and social care services and promoting choice.” • “a point of contact for individuals, community groups and voluntary organisations when dealing with health and social care”

  12. PALS LHW Potential local collaboration

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