r/nhs • u/aant85 • 14h ago

Process Normal from PALS?

My dad has been receiving awful, terrible and frankly negligent care for a while now. In fact, it’s more the lack of care that is the problem. I don’t have all the facts on everything that’s gone down but my question relates to PALs. My mum has been trying to contact them for help for 3 weeks now. She left two voicemails and after about 3 days they sent her a text (or something - I can’t 100% remember) saying she needed to call another number. She did, and again left a long voicemail approx 2.5 weeks ago, explaining issues and no one still has got back to them. I know 3 phone calls isn’t a lot but directly after this it looked like things were moving for my dad, so she stopped chasing. However now the urgent surgery he needs has been cancelled twice, with no reschedule yet for the third time.

What is the best way to go about getting PALS to help?

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u/shyasabutterfly 12h ago

Unfortunately PALS (like the rest of the NHS) is hugely overwhelmed by demand in many areas. One trust local to me has an auto-reply to their PALS email address saying that due to the high demand, they are taking up to 4 weeks to get back to people.

If you are concerned about deterioration of your dad's medical condition, you could ask for an urgent review via Martha's rule.

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u/aant85 11h ago

Thank you - I was researching Marthas law earlier but it appears it’s only for hospital in patients? He is home currently. I will look into it again

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u/shyasabutterfly 11h ago

Sorry I assumed he was an inpatient, it is just for inpatients as far as I am aware

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u/SatisfactionMoney426 10h ago

Unfortunately Martha is on extended leave and there's no cover - so good luck with that ...

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u/0072CE 13h ago

Have you tried emailing? I've only used them for family once or twice but normally got it sorted within a day or two.

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u/aant85 13h ago

Hi thank you. I don’t think she has. I have actually suggested this on a few occasions but I think she was so stressed with everything she may have not got round to it. I will mention it again- at least it’s something in writing as there’s no way to prove she’s left multiple voicemails

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u/SatisfactionMoney426 10h ago

Emails at my local hospital (Barts) are rejecting all emails 'access denied' the PALS offices are unstaffed and the 'phones are off. Higher up the chain is inaccessible due to 'unprecedented demand' so unless you know the Chief Ececutive personally or can go private then you're fucked basically.