Abstract
Objectives: To audit referrals from the Patient Advice Liaison Service (PALS) across the trust (5 hospital sites) and recommend interventions to promote changes and thereby improve overall patient experience. Setting: ENT departments, Imperial College NHS Healthcare Trust, London, UK. Methods: A retrospective audit of PALS referrals received from April 2009 to February 2011. Recommendations were implemented to improve patient care. A second cycle of the audit was performed, assessing referrals from March 2011 to June 2011, completing the loop. ENT department performance was also compared to other specialties. Results: Five categories of referrals had no complaints following the second audit. However, referrals regarding outpatient appointments and overall clinical care remained high, and the average number of referrals received per month increased. Conclusion: Following recommendations there were some improvements in the referrals received, but for improvements in other categories such as outpatient appointments, further recommendations and training may be required.
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