Ask the children--auditing children's services with PALS standards

Area of Science:

• Healthcare quality improvement
• Pediatric patient experience

Background:

• The NHS Plan emphasizes collaboration.
• The Patient Advice and Liaison Service (PALS) was established to enhance patient support.
• Auditing outpatient services for children's experiences aligns with national healthcare frameworks.

Purpose of the Study:

• To evaluate the experiences of children in outpatient departments.
• To assess outpatient services against PALS national standards and the National Service Framework for Children.
• To identify areas for improvement in pediatric outpatient care.

Main Methods:

• An audit of outpatient services was conducted.
• Utilized PALS national standards for evaluation.
• Incorporated the National Service Framework for Children guidelines.

Main Results:

• Parents received adequate verbal information but desired more take-home written materials.
• The overall environment was positively received.
• Older children desired more age-appropriate activities in waiting areas.
• Awareness of PALS and contact points for concerns was low among respondents.

Conclusions:

• While information provision and environment are generally positive, enhancements are needed.
• Improving written information and waiting area activities can improve pediatric outpatient experience.
• Increasing awareness and accessibility of PALS is crucial for patient support.