How can PALS help?
When using our services sometimes you may need to turn to someone for on-the-spot advice, support or information. Our service is informal, impartial and confidential.
We offer confidential advice and support, helping you sort out any concerns you may have about the care we provide. We pass on your comments to the right people and answer your enquires in an empathetic, efficient and professional manner.
We work closely with colleagues around the Trust to make this happen. Where necessary, we provide independent support separate to your service, if required.
We can also guide you through the different services available from the NHS, social care and the voluntary sector.
Our PALS officers can help you in person and they can support families and carers and they visit our wards regularly. Contact us for details of when we are next meeting on your ward.
If you want to make a formal complaint PALS can direct you to the right team.
What happens to my query when I have finished speaking to PALS?
If we are dealing with a concern on your behalf, we will speak to the service concerned to attempt resolution for you. We will ask the service to provide feedback with the aim of resolving your concerns, which will be provided to you either directly by the service or the PALS Team.
If we are dealing with a complaint for you, you will receive an acknowledgment of your complaint, details regarding the investigation process and an outcome letter once the investigation into your complaint is complete.
How to contact PALS
Opening hours Monday to Friday 9am – 4pm (excluding weekends and bank holidays)
The team would happily receive contact from you via telephone, email or post using the contact details below. Alternatively, you may find it more helpful to use the Customer Relations Contact Form which we ask you for the information required to fully understand your concerns or complaint, and thus help the team direct your queries accordingly. The contact form can be accessed at Customer Relations – Birmingham and Solihull Mental Health NHS Foundation Trust
Please be advised that we are only able to investigate concerns and complaints which relate to the Birmingham and Solihull Mental Health Foundation Trust, any queries which relate to other Trust’s would need to be raised with their PALS Team, the details of which can be found on their website.
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Postal address (for administration only):
Customer Relations Team (PALS)
Birmingham and Solihull Mental Health NHS Foundation Trust
The Barberry Centre
25 Vincent Drive
Birmingham
West Midlands
B15 2FG.
Telephone: 0800 953 0045
The PALS service also has a voicemail facility outside of our opening hours and any messages will be responded to in due course.
Email: bsmhft.customerrelations@nhs.net
Outside of our opening hours, the Trust switchboard operates 24 hours a day.
Please call 0121 301 0000, which can act as a signpost if required.
Useful contact information
Samaritans on 116 123 – open 24 hours
SANELINE on 0845 767 8000 – open 1pm – 11pm every day
Birmingham Carers Hub – can offer advice on generic carers support groups
0333 0069 711
http://www.birminghamcarerscentre.org.uk(opens in a new tab)
The Carer’s Trust Solihull – can offer advice on generic carers support groups
0121 788 1143
http://www.solihullcarers.org(opens in a new tab)
Stonham Group – organise many of Birmingham’s local carers support groups. Contact them to find out where your nearest group meets. Tel: 0300 304 5530
BSMHFT Lead for Carers Sandra Baker – sandra.baker3@nhs.net
