Patient advice and liaison manager

Luke Murphy is the Pals Service Manager, which supports families with help, information and guidance when facing significant challenges during their child’s stay in hospital.

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Luke Murphy: Patient Advice and Liaison Service (Pals) Manager (audio transcript)

[Telephone ringing]

Luke on telephone: “Good afternoon pals office – yes how can I help?”

Luke: “My name is Luke Murphy and I am the patient advice and liaison service manager.”

Luke on telephone: “Right, ok so you would like an explanation as to why the operation was cancelled and you would like an apology”

Luke: “Working here at Great Ormond Street Hospital, you work with families who are having some really significant challenges and I think families need some support, they need information and they need some guidance as to how to resolve issues that they’re unhappy about.”

Luke on telephone: “That’s no problem we’d like to help with that. If you can come in to see us in the PALS office in the main reception of the hospital we’d love to work with you to try to resolve that problem”

Luke: “We see all sorts of types of different families at the Pals office ranging from families who might have minor concerns about catering or about some of our facilities and families who are having significant problems with decisions about their child’s treatment in intensive care. In a day we would expect to see somewhere between five to 10 different families of significant cases. Our major focus is on making families and patients feel heard and a part of their child’s care.”

Colleague talking: “Oh Luke can you give me some advice because I’ve got a couple of patients in today. I mean, one is one of the usual problems about parking and accommodation. The other is a much more complicated one.”

Luke: “An average day in the Pals office is a busy day. We start by checking any email correspondence or phone messages because people will be contacting us outside of normal working hours – we’re a 24/7 hospital. We’ll respond to those as promptly as possible. We meet families throughout the day; we very much have an open door policy so families can come to see us whenever is going to be convenient for them. But more often than not when someone’s distressed, when someone’s angry, when someone’s upset, it is then and there they’ll want to speak to us and we try to make ourselves available.

“It’s hugely rewarding working in the Pals office because you are constantly working to make people’s lives better. We try to be a friendly bunch in the Pals office, we try to be approachable and we try to remember that it’s a children’s hospital and as a children’s hospital it’s important to smile when appropriate. It’s important to be able to see some positive aspects.”

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