PALS offer a non-judgemental, inclusive, friendly and professional service. They try and really listen to enquirer’s concerns, complaints and ensure that their voice is heard and communicated to the right person or service and as quickly as possible. The team work across all Oxford Health’s services and locations – over 150 sites.

The Trust vales are at the heart of the team. They provide great care and empathy when dealing with many very sad, urgent, difficult situations and always care those affected and the outcome.

Patient safety is of paramount importance, and they constantly triage cases throughout the day to make sure any patient safety or safeguarding concerns are dealt with urgently. The team are always striving for excellence, right by the side of all our teams when we need it.

The nomination

The PALS team was nominated by Complaints & PALS Officer Jackie Barrie for their hard work and five-star service.

Jackie shared positive feedback from people who have used PALS.

From a clinical lead:

“I just wanted to send a big special thank you to members of the PALS team for all your support in managing the numerous concerns raised about the service during the past 18 months in particular. I have really valued working together to provide timely and clear responses drawing on your expertise in how to word things when communicating with families!”

From a clinical lead:

“I wanted to let you know that it’s my last day in post today. Thank you for all the support you’ve given me over the last two years. You have taught me so much about how to manage complaints in a clear, measured, boundaried and compassionate way. I have really enjoyed working with you.”

From a family member enquirer:

“Thank you for the amazing news! It really has taken a lot of stress away from me and my family. I really appreciate your empathy and sincerity towards my situation. Please also thank XX on my behalf.”

From a patient enquirer:

“You’re a star. So, I believe you were a star that come down to earth, and that star is the colour of gold and it bright and shines from your heart and comes through your voice. The enthusiasm you had to help me restores my faith in humans.”