Hospital care: understanding your rights and how to get help

Patient advice and liaison services (often called PALS or patient experience teams) are there to help you when you are using NHS services.

They offer confidential advice, support and information for patients, families and carers.

You can contact them if you have questions, are unsure about something, or if something has not gone as expected during your care.

How can the patient experience team help?

They can:

• answer questions about your care or treatment
• help sort out concerns or problems as quickly as possible
• explain how the NHS works
• help you raise an issue with a service
• tell you how to make a complaint if needed
• signpost you to support groups or other organisations

They are often the quickest way to resolve a problem without needing to make a formal complaint.

What the patient experience team can't do

It can also help to know their limits.

The patient experience team cannot:

• make clinical decisions about your care
• change your diagnosis or treatment
• investigate complaints in detail (but they can help you initially).
• provide emergency medical help

If your situation is urgent, you should contact NHS 111, your GP, or 999 in an emergency.

Mine isn't listed - where do I find it?

If your hospital is not listed above, you can:

• search online for “PALS” and the name of your hospital
• visit the NHS website to find your nearest patient and liaison services office
• ask your GP practice
• contact Healthwatch North Yorkshire
• call NHS 111

Your rights when using hospital services

When you use NHS services, you have clear rights set out in something called the NHS Constitution.

Here are the main ones to know:

Access to services

• You have the right to NHS care that is free at the point of use (with some exceptions like prescriptions or dental care).
• You should not be treated unfairly because of who you are.

Quality and safety

• You have the right to safe, high-quality care from trained professionals.
• You should be treated with dignity and respect at all times.

Being involved in your care

• You have the right to be involved in decisions about your treatment.
• You should be given clear information to help you make choices.
• You can accept or refuse treatment.

Privacy and confidentiality

• Your personal and medical information should be kept private.

Complaints and feedback

• You have the right to complain if something goes wrong.
• The NHS must look into your complaint and respond.