PALS THE TRUTH

PALS at the Whittington hospital like to give the impression that if you have a problem such as wanting to make complaint, they are a friendly independent listening ear that will guide you through the process and they are on your side.

PALS staff are employed by The Trust, and they sole role is deflect any complaint or pre warn management of possible problems so that management can then implement there cover up strategy as needed to protect the trusts reputation.

Its your Choice. BUT DONT TRUST PALS. They are not on your side.

I have complained about PALS. Guess what. They ignore the complaint.

Can you see a pattern here.

NHS Employment: PALS staff are employed directly by the NHS hospital trust or integrated care board where they work.

How much do PALS Staff earn.

Band 4 (Entry / PALS Officer): Generally requires a Level 3 Diploma or equivalent plus customer service or patient-facing experience. Base pay scales start around £27,485 per year (2025/26 rates)

Band 5 (Standard / PALS & Complaints Officer): Standard scope for frontline PALS support, resolving patient concerns, and handling complaints frameworks (such as at Whittington Health NHS Trust). Full-time salaries typically range from £31,049 to £37,796 (rising to £32,073+ under 2026/27 guidelines).

Band 6 (Senior PALS Officer / Manager): Involves complex case resolution, policy implementation, and supervising junior team members. Base salaries range from £38,682 to £46,580 (or £39,959+ for 2026/27).

In my dealing with PALS i have visited several times and have seen approximately 10 different members of staff. One who was introduced as a manager.

So lets do the maths here. I have used the lower pay bands. And not included the full amount of staff i have seen working at the Whittington.

Band 4 x 5 Staff £137.425

Band 5 x 1 Staff £32.073

Band 6 x 1 Staff £38.682

Total £207.156 Plus London waiting and other expenses.

And they are not independent and have the power to do absolutely nothing apart from pre warn management about any problems the hospital may have coming its way.

Then consider the Chief executive Selina Douglas, who earns £4.000 per week plus lavish expenses, and she refuses point black to deal with a valid complaint. You can see where all the money goes.

Pals in my opinion are a waste of time and money and to save the NHS money should be disbanded, i will write to many MPs to suggest this.