Compliments or Complaints
Patient care
We strive to deliver the highest standards of care to patients, their carers and families. The NHS Constitution describes the principles that guide the NHS, your rights, your responsibilities and the NHS's values.
There is a large print version available, and a NHS Constitution mp3 available to download.
The patient care department deals with comments, suggestions and complaints about the services of our Trust.
Have we done something well?
Please tell us about it. We welcome compliments and suggestions about our service and use them to ensure that we not only deliver good patient care, but to improve our standards.
Comments can be shared with us and other patients on NHS Choices.
Comments are also welcome to:
The Chief Executive
Surrey and Sussex Healthcare NHS Trust
East Surrey Hospital
REDHILL
RH1 5RH
or by email to makingthingsright@sash.nhs.uk.
Is there something we could do better?
What to do if you are unhappy about our service.
The Trust has a formal complaints procedure. We will do all we can to answer your concerns. If a problem arises while you are at the hospital please feel free to contact a member of staff or the Patient Advice and Liaison Officer: we are very willing to resolve problems as they arise. The sooner we know, the sooner we can help you.
Please write to the Chief Executive at the address above, or email makingthingsright@sash.nhs.uk
If you would like help making your complaint, please contact our Patient Advice and Liaison Office.
If your complaint concerns a relative, please include the full name, address and date of birth of that person.
We will acknowledge your complaint in writing within three working days. The appropriate senior manager will investigate.
We aim to send you a response within four weeks. If this is not possible, we will write to you to explain.
How we manage complaints
Our Patient Complaints Management Policy and Procedure sets out how the Trust responds to complaints (this is an Adobe Acrobat PDF document - help is available).
