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Birmingham and Solihull Mental health NHS Foundation Trust
Better Together

NHS customer relations service is changing

Published: 28/08/2019

Birmingham and Solihull Mental Health NHS Foundation Trust has undertaken a complete review of their Customer Relations and Patient Advice and Liaison Service (PALS), giving staff more time with service users and carers. 

Changes to the service will enable Customer Relations and PALS officers to get out and about in service areas to ensure that everyone receiving support with their mental health has access to face to face help and advice, regardless of where they receive their care. 

PALS officers currently operate a telephone helpline from Monday to Friday 8am-8pm, and the hours of this service will change slightly from Monday 2 September to 8am to 6pm.   

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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/