Suggestions, Comments and Complaints

The practice has an in-house complaints procedure. Patients are welcome to make suggestions, comments and complaints by filling in our online feedback form.

There is also a suggestion box in the waiting room for those who prefer to keep their comments anonymous. In addition, the doctors are always prepared to speak with the patients during surgery hours about matters that may be troubling them.

Patient Advice and Liaison Service (PALS)

How can PALS help?

As a patient, relative or carer, sometimes you may need to turn to someone for on-the-spot help, advice and support. This is where the Patient Advice ad Liaison Service (PALS) comes in.

PALS is impartial and confidential and can:

  • listen to your concerns, suggestions or queries
  • help sort out problems and concerns quickly
  • liaise with hospital staff on your behalf
  • help the Trust to learn lessons from the experience of the patient
  • put you in touch with other agencies who can help you
  • provide information on NHS services
  • guide you through the formal complaints process if necessary.

Responding to your concerns

If you or your relatives or carers are unhappy with any aspect of your care, you should speak to a member of staff as soon as possible.

If you feel they have been unable to help or you feel uncomfortable talking to them, then PALS can be contact in complete confidence for assistance.

You can ask someone to speak to us on your behalf, but we will not share you personal information with anyone else without your permission.

Contact PALS

9.00am – 5.00pm Monday to Friday
24 hour answerphone

Open door policy – no appointment necessary to call into the PALS office.

PALS can visit patients on the ward.

If urgent on-the-spot help is needed when the PALS officer is not available, please ask for assistance from the on-call Patient Services Lead or Operational Manager on the relevant site.

John Radcliffe Hospital
Email: palsjr@ouh.nhs.uk
Telephone: 01865 221473 / 740868

Churchill Hospital
Email: palsch@ouh.nhs.uk
Telephone: 01865 235855

Horton General Hospital
Email: palshh@ouh.nhs.uk
Telephone: 01295 229259

Nuffield Orthopaedic Centre
Email: palsnoc@ouh.nhs.uk
Telephone: 01865 738126

Comments and suggestions

The Patient services Team welcomes your feedback, and uses this to provide monthly reports to the Trust Care Quality Board, Matrons and Senior Managers. Your views can help us to change or improve services for the future. Please download the PALS leaflet to fill in their form.