This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Patient Advice & Record Information

Patient Advice and Liaison Service (PALS)

PALS The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.


Records Information


Abbey Medical Centre

The Protection and Use of Patient Information

We ask you for information about yourself so that you can receive proper care and treatment.  We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pay its bills and can account for its actions.  Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

Sometimes the law requires us to pass on information: for example, to notify a birth.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner.  The Register does not contain clinical information.

You have a right of access to your health records.



You may be receiving care from other people as well as the NHS.  So that we can all work together for your benefit we may need to share some information about you.

We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests.  Whenever we can we shall remove details which indentify you.  The sharing of some types of very sensitive personal information is strictly controlled by law.  Anyone who receives information from us is also under a legal duty to keep it confidential.


· Giving you health care and treatment

· Looking after the health of the general public

· Managing and planning the NHS.  For example:

1.  Making sure that our services can meet patient needs in the future.

2.  Paying your doctor, nurse, dentist, or other staff, and the hospital which treats you for the care they provide.

3.  Auditing accounts.

4.  Preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified).

5.  Investigating complaints or legal claims.

6.  Helping staff to review the care they provide to make sure it is of the highest standard.

7.  Training and educating staff (but you can choose whether or not to be involved personally).

8.  Research approved by the Local Research Ethics Committee.  (If anything to do with the research would involve you personally you will be contacted to see if you are willing to take part.  You will not be identified in any published results without your agreement).

9.  If you agree your relatives, friends and carers will be kept up to date with the progress of your treatment.

If any time you would like to know more about how we use your information you can speak to the person in charge of your care or to Ryan Smith, Practice Manager.

January 2017



Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website