Shane Darby, Customer Relations Lead at Birmingham and Solihull Mental Health NHS Foundation Trust, said: “To improve our services to all, we have taken the decision to change the Customer Relations, PALS operational hours.
“After 6pm, a voicemail will be activated advising of appropriate signposting and there will be an option to leave a voicemail for a member of the team who will call back the next working day. One identified benefit of this operational change is to enable PALS officers to work more flexibly across service areas, community centres and hospital areas within those hours to offer face to face frontline resolution.”
The PALS and Customer Relations Team at the Trust provides advice and support to service users, families and carers. They are there to listen to any concerns, compliments, suggestions or queries. To find out more about the Customer Relations, Patient Advice and Liaison (PALS) service, please visit their web pages at: www.bsmhft.nhs.uk/service-user-and-carer/customer-relations/pals/
