Safeguard PALS

"From an information perspective, we have found that it is important to use software that supports the flow of information within the Trust and Safeguard has definitely helped meet this need. In some areas we produce reports to identify patients involved in cases across more than one module. Furthermore, we have taken up the option of linking Safeguard to our PAS system, so that patient details are more accurate. From our experience, the modules have worked cohesively to support various aspects of Governance within the Trust."

System Supervisor
United Bristol Healthcare NHS Trust

Safeguard PALS is a flexible, non-prescriptive tool for the management of all types of enquiry with complete confidentiality. It supports the PALS Manager in their investigations and follow-up recommendations, recording all events and communication between PALS and the Client.

Safeguard PALS records all types of enquiry including Suggestions, Concerns and General Queries. All pertinent dates, such as enquiry date, receipt, acknowledge, response and closure are entered and performance can be measured against locally defined standards.

All issues raised are listed separately and for each the location, specialty, category of issue and Key Dimension/Customer Experience is recorded. This enables the PALS Manager to analyse the most common queries including location and specialty within time periods.

Safeguard PALS records all contacts, such as telephone calls, meetings and home visits recording the date,
time spent, details, and people involved.

Tracks investigations and other actions or events identifying the member of staff responsible, with target and completion dates. This ensures that information is gathered at the time of the event and information provided to the client, either written or verbal can be attached.

Outcomes, such as "Referred to Complaints Department" can be entered in addition to any recommendations that arise from the investigation. The implementation of such recommendations can also be monitored.

Patient & Public Involvement (PPI) information can be collected within the PALS System. Details of those involved, actions taken and recommendations made can be recorded.

A choice of user a interfaces such as a Windows or Browser based front end using the Organisation's Intranet. A combination of input methods can be used within the same Organisation. PALS Enquiries can be input centrally or at Site, Ward, Department or by Directorate with security reflecting the System's data distribution.
An individual PALS Enquiry, a group of Enquiries, or the reoccurrence of an Enquiry may highlight a new area of Risk. Such Risks are managed within the Risk Register with links back to PALS System.

Safeguard PALS is fully integrated with the Safeguard Risk, Incident, Complaints, Litigation, Request for Information and PALS Systems.

All Safeguard software is upgraded in accordance with legislation & user requirements in consultation with the Safeguard user group

 

A Report created from the Safeguard PALS System