This article explores the introduction of a new service to handle patients’ concerns in the NHS in England. the Patient Advice and Liaison Service, heralded by the NHS Plan in 2000, has been given a number of roles, which are discussed. the article examines how the service came to be introduced into the NHS. It then reviews the latest research evidence in an attempt to assess the early impact of the new service. in conclusion, the article discusses what has been learned from the introduction of this new service and speculates on its future.
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