Bridging the gap?

Abstract

PurposeThe creation of the Patient Advice and Liaison Service (PALS) was part of a range of measures to make the NHS more patient‐centred. The purpose of this paper is to present a critical analysis of PALS through examining the impact on major stakeholder groups.Design/methodology/approachThe paper starts by examining the drivers for reform and the significance of PALS in the wider policy context. Key issues for implementation are then discussed including access to information, independence, cultural change in the health service and relationships with the voluntary sector. Research literature on the provision of advice in health care settings is drawn on.FindingsTaking a critical perspective, the paper argues that the current model of PALS can never succeed in bridging the gap between users and the health service and will end up merely defending service interests. It concludes by arguing for an alternative model of development based on fostering strong partnerships with the community and voluntary sector.Practical implicationsThis paper highlights critical issues for service development and delivery, including examining the impact on service users and the voluntary sector.Originality/valuePALS is a very significant development in the health care provision, operating at the interface between the service and the public and yet its development has attracted little critical comment. This paper provides a comprehensive analysis of the new service and proposes an alternative model of development.