Patient Advice and Liaison Services: strengthening the voices of individual service users in health-care organizations
Patient Advice and Liaison Services: strengthening the voices of individual service users in health-care organizations
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DOI：
10.1111/j.1369-7625.2006.00384.x
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发表时间：
2006-06-01
影响因子：
3.2
通讯作者：
Lanceley, A
中科院分区：
文献类型：
--
作者：
Abbott, S;Meyer, J;Lanceley, A
目的探讨患者咨询与联络服务（PALS）在与服务使用者互动中的作用。英格兰的每个国家卫生服务保健提供者现在都有一个PALS，它向服务使用者提供信息和帮助，以解决对卫生保健的关切和不满。设计纵向定性研究，2002-4。本文采用了27个半结构化访谈的数据。设置和参与者在伦敦的六个案例中研究PALS人员。结果：pal人员在协助客户解决与医疗信息提供者的问题时，采用了七种角色；监听器;信使（将服务用户的信息传递给工作人员）；中间人（来回传递信息）；支持者（帮助服务用户表达自己的观点）；调解员（当两个或两个以上的当事人有争议时）；资源调动者（当解决问题需要高级工作人员或其他机构的支持时）。结论虽然这些不是新功能，但PALS是一项普遍服务，比一线卫生保健人员更适合提供此类支持，并增加了服务使用者寻求信息和建议来源的选择。
Objective To explore the roles of Patient Advice and Liaison Services (PALS) in their interactions with service users.Context Every National Health Service health-care provider in England now has a PALS, which provides service users with information and help in resolving concerns and dissatisfactions with health care.Design Longitudinal qualitative study, 2002-4. This paper draws on data from 27 semi-structured interviews.Setting and participants PALS personnel working in six case study PALS in London.Findings PALS personnel adopt seven roles in order to support their clients in sorting out problems with health care: information provider; listener; messenger (passing on information from service users to staff); go-between (passing information forward and back); supporter (helping service users to present their own views); mediator (when two or more parties are in dispute); resource mobilizer (when the support of senior staff or other agencies is necessary to resolve a problem).Conclusions Though these are not new functions, PALS is a universal service which is better placed than front-line health-care staff to offer such support, and increases choice for service users looking for sources of information and advice.