How do National Health Service (NHS) organisations respond to patient concerns? A qualitative interview study of the Patient Advice and Liaison Service (PALS).

ABSTRACT:

Objectives

To describe the current work of the Patient Advice and Liaison Service (PALS) and assess the service's potential to resolve concerns and contribute to organisational learning.

Design

A qualitative study using semistructured interviews.

Setting

Four mental health trusts and four acute trusts in the English National Health Service, a total of eight PALS across different trusts.

Participants

Twenty-four participants comprising of PALS staff and clinicians working with PALS teams.

Methods

Semistructured interviews were undertaken with participants using video conferencing software. The framework method was used for the analysis of the large qualitative dataset, which is a conventional method of analysis, similar to thematic or qualitative content

SUBMITTER: Shepard K 

PROVIDER: S-EPMC8627391 | biostudies-literature | 2021 Nov

REPOSITORIES: biostudies-literature