We are committed to providing the best service possible and can only do so by building on feedback from Virgin Care service users.

The Patient and Advice Liaison Service (PALS) can help if you want confidential help and advice, have a comment, concern, complaint or compliment.

If you have concerns about any aspect of care or treatment received, initially try to raise the issue with the person or service involved. If you would rather speak with someone independent of the service please contact PALS.

What we can do

  • Help you get the information you need about Virgin Care services
  • Listen and respond to concerns, suggestions or queries
  • Help sort out problems quickly on your behalf
  • Use patient experience to help shape and improve local health services

How to contact us

If you have a concern or want help and advice about Virgin Care services then you can contact PALS on 0300 303 9509 or by email using the form here.

How does the service work?

Very often problems can be sorted out quickly. If you need help or advice, please contact PALS as soon as possible.

We act on your behalf when handling patient concerns, liaising with staff, managers and other appropriate organisations, to get prompt solutions.

What if I have a compliment?

It’s helpful to know when we are getting things right and you are pleased with the care you have received. Please get in touch with us by email using the form here and we’ll pass your comments on to the team.

I’d like to make a complaint

Healthcare staff strive to offer the best service possible, however we don’t always get everything right. We want to resolve issues as quickly as we can and to use the experience to improve services and prevent future concerns.

See further details on how to make a complaint.

Will it affect my care?

Speaking to any member of staff regarding a concern will not adversely affect the care you receive. We will treat all information you supply as confidential.

Your records

We may need to collect personal information from you in order to provide the best possible service. However, we will not disclose personal details to anyone without your permission.

For more information, please see the Information Governance pages.

Find out more...

Our paediatrician really makes me feel comfortable and is so eloquent. It’s difficult to discuss any issues a child may have but she really made me feel at ease with her.

Community Paediatrics Wiltshire

93%

of people rating our services say they would recommend them to their friends and family.