Purpose – The creation of the Patient Advice and Liaison Service (PALS) was part of a range of measures to make the NHS more patient‐centred. The purpose of this paper is to present a critical analysis of PALS through examining the impact on major stakeholder groups....

We analyse incentives for collusive behaviour when heterogeneous providers are faced with regulated prices under two forms of yardstick competition, namely discriminatory and uniform schemes. Providers are heterogeneous in the degree to which their interests correspond to those of the regulator,...