The PALS Team

An Oxfordshire Patient Advice and Liaison Service (PALS) that provides free support to people with mental health problems has celebrated its first year of operation.

PALS, run by Oxfordshire Mental Healthcare NHS Trust, opened a drop in service at the Warneford Hospital, Headington, at the beginning of 2004.

Since it opened, almost 500 people have used PALS, which also provides telephone advice and holds surgeries at eight different sites across the Trust.

During its first year at the Warneford PALS staff have been assisted by part-time volunteer, Michael Perry, who has a mental illness.

Michael Perry says: “It was very nerve-racking at first, helping people face to face at the desk. But my time in PALS has helped build my self-esteem, develop organisational skills and given me the confidence to move outside the Trust.”

Head of PALS, Wendy Samways, says: “I am very proud of the team and I think we have had a very successful first year.

“PALS is very important in mental health, as service users, carers and family members sometimes need a helping hand when they are experiencing difficulties.

“The PALS team are extremely knowledgeable about the health sector and can resolve many issues very quickly.

“Although it wasn’t the intention behind the service, since PALS started the Trust has seen a reduction in the number of complaints, which I hope shows our personal approach is making a real difference.”

The service aims to:
• Provide information and advice to patients, families and their carers
• Put people in touch with voluntary organisations, support groups and advocacy services
• Provide confidential assistance in resolving problems and concerns quickly
• Provide information on and explanations of complaints procedures

Over the next year PALS hope to recruit another volunteer and plans to make contact with more support groups and voluntary mental health organisations to raise awareness of the service. It will also be extending its surgeries to cover Witney, Banbury and Abingdon.

The PALS office runs a drop in service Monday to Friday that is open to patients, carers, families, staff and members of the public and can also be contacted free on 0800 328 7971