Patient Advice & Liaison Service (PALS)

PALS (Patient Advice & Liaison Service), complaints and compliments

We’re here to help you

Your feedback matters. Listening to service users, carers, friends, and relatives helps us improve the care we provide.

We want to hear from you—whether things have gone well or not—so we can learn from your experience and make positive changes.

If you’re unhappy about the treatment you or someone you care for is receiving, it can feel difficult to know who to speak to. Often, the quickest way to resolve a concern is to talk directly to someone involved in your care, such as a nurse, social worker, care coordinator, ward manager, or doctor. They will do their best to help.

If you prefer to speak to someone in confidence, or outside of the service, you can contact the Patient Advice and Liaison Service (PALS).

What is PALS?

PALS is a free and confidential service for anyone who wants information about Oxford Health NHS Foundation Trust or wishes to share feedback about our services.

We can guide you through available services, help resolve problems, and liaise with staff and management on your behalf.

Download our leaflet

How we can help

  • Provide information about Oxford Health NHS Foundation Trust services and how to access them.
  • Advise and support you if you cannot get answers to your questions, or connect you with the right people.
  • Help resolve concerns quickly, wherever possible.
  • Listen to your feedback—whether compliments, concerns, or suggestions—and share it with management teams.
  • Explain how to make a formal complaint if your issue needs a detailed investigation.

Contacting PALS

Our team is available Monday to Friday, 9:30am to 4:30pm (excluding bank holidays).

If we’re unavailable or you call outside office hours, your call will go to voicemail. Please leave a message, and we’ll respond within three working days.

You can reach us in the way that works best for you:

Phone: 0800 328 7971

Email: PALS@oxfordhealth.nhs.uk

Complete our feedback form

Write to us:
Patient Advice and Liaison Service
Oxford Health NHS Foundation Trust
Warneford Hospital
Warneford Lane
Headington
Oxford, OX3 7JX

Please note: If you are contacting PALS on behalf of a relative or friend, we may need their consent before we can look into your query or concern. This is to protect patient confidentiality.

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