Patient Advice and Liaison Services: results of an audit survey in England

Objective  To assess the extent national standards for Patient Advice and Liaison Services (PALS) were achieved across England. Context  PALS are an important element of patient and public involvement strategy in England. Seven national standards for PALS were identified. Previous research has not assessed PALS across all trust types in England. Design  Audit survey as part of a mixed method ‘realistic evaluation’ in which regularities of context, mechanism and outcome are hypothesized and tested. Setting and participants  PALS based in 570 NHS trusts in England between October and December 2005. Main outcome measures  Self reported achievement against PALS national standards. Results  Three hundred and thirty‐six valid responses were received, a response rate of 65%. However because some PALS serve more than one trust, this represents an estimated 76% of trusts. Overall, PALS rated themselves highly against all the standards, though somewhat less highly against standard 2 (seamlessness across health and social care) and standard 6 (acting as a catalyst for culture change). There was a wide range of responses with regard to PALS budget, staffing and activity levels, and statistically significant associations between levels of funding and staffing and higher levels of performance. Conclusions  The overall response rate was good so there can be a high degree of confidence in the reliability of the results. The results indicate the challenging context in which PALS are operating. Although the majority of PALS are single trust PALS, there is a high degree of variation in key mechanism factors such as budget and staffing.