Ask the Children - Auditing children’s services with PALS standards

Abstract

Working together is a key element of the NHS Plan (DH 2000). The establishment of the Patient Advice and Liaison Service (PALS) presented staff at the Bournemouth and Christchurch Hospitals NHS Foundation Trust : with an opportunity to examine the experiences of children attending the outpatient department. An audit of outpatient services was undertaken using PALS national standards and the National Service Frame work for Children (DH 2003a). Parents reported receiving good information prior to and during the consultation but would like more written information to take home. The environment was rated positively but older children felt that the waiting area was lacking in appropriate activities to suit their needs. Very few respondents had heard of PALS and around half did not know who to approach with concerns.