By David Buchanan, Stephen Abbott, Jane Bentley, Anne Lanceley and Julienne Meyer.This paper explores user-driven organizational change in the National Health Service (NHS). The NHS Plan created Patient Advice and Liaison Services (PALS) to provide information, solve problems and drive user-led change. Evidence is drawn from a study of PALS in London acute, primary care, mental health and specialist trusts, drawing on discussion forums, interviews with PALS officers and documentation.
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