- The Department of Health stated in 2002 that PALS would serve as a 'one-stop shop' for patients to raise concerns and resolve issues quickly (Learning from Bristol, 2002, https://www.gov.uk/government/publications/learning-from-bristol-government-response-to-the-report-of-the-public-inquiry-into-childrens-heart-surgery-at-the-bristol-royal-infirmary-1984-1995). - The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 established a single, streamlined process for handling complaints across the NHS (https://www.legislation.gov.uk/uksi/2009/309/contents/made). - NHS England's 'Complaint Standards' (2022) provide a single framework for how NHS organisations should approach and resolve concerns (NHS Complaint Standards, 2022, https://www.ombudsman.org.uk/nhs-complaint-standards).