PALS & Complaints
Coronavirus (COVID-19) update
You will be aware of current pressures on NHS resources at this critical time, so we ask that you only contact the Patient Advice & Liaison Service (PALS) if your query is about the health support we are providing to you or a member of your family.
The PALS telephone line (0800 328 7971) is open between 9.30 and 4.30, Monday to Friday, excluding bank holidays.
If we are unable to take your call, please leave a message. We hope to respond to all message within two working days. Alternatively, you can contact us by email PALS@oxfordhealth.nhs.uk.
Whilst investigating complaints, we rely on the clinical staff to take an overview of the care and to respond to specific concerns raised. However, for the foreseeable future our clinical staff will be focused solely on their clinical responsibilities and will have very limited time for administrative duties.
We have therefore decided that we will place on new complaints “on hold”, as we cannot place additional burdens on clinical staff. It is likely that most complaint responses will be delayed for 5/6 months. All current complaints are being reviewed on an individual basis and complainants will be contact directly, if there will be any additional delays to the timeframe.
We hope that your contact with our staff and services is positive, and you can tell us how we are doing using I Want Great Care.
However, we know that occasionally things might not be to the standard we expect but if that does happen we are here to support you to make things right.
We recognise how valuable your views and feedback are to helping us make sure we are delivering the right services for you and your family and we want to know what you think. We also want to help you resolve any issues you may have as quickly as possible.
If you are unhappy about your care, the care of a relative or about any aspect of our services, you should initially try to speak to a member of staff who is with you at the time or a member of the care team. They may be able to resolve your concerns straight away. However, if you are unable to resolve your concerns by talking to a member of staff, please contact the Patient Advice & Liaison Service (PALS), which provides support and advice to patients, their families and friends.
Last updated: 2 April, 2020