Patient Advice and Liaison Service (PALS)
Is there something we could do better?
PALS can provide confidential advice and support, and can negotiate prompt solutions by liaising with staff and, where appropriate, relevant organisations on your behalf. The PALS office is open weekdays 9:30 am to 5 pm, and is located near the Main Entrance of East Surrey Hospital.
We aim to:
- advise and support patients, families, carers and visitors
- listen to your concerns, suggestions or queries
- help sort out problems quickly on your behalf
- provide information on NHS services
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 PALS team.
Telephone: Call PALS on 01737 231 958
You can also raise your concerns by using the online concerns and complaints form.Download our leaflet: Compliments, comments, concerns and complaints
The Trust has a formal complaints procedure. If you’d like to speak to someone about making a formal complaint, please contact the Complaints Department by telephone, email, post, or by using the online concerns and complaints form.
Telephone: 01737 768511 extension 6825 during office hours
Surrey and Sussex Healthcare NHS Trust
East Surrey Hospital
Redhill, Surrey RH1 5RH
If your complaint concerns a relative, please include the full name, address, and date of birth of that person. Please note in this instance we may, for patient confidentiality reasons, seek their consent to reply to you.
We aim to work with you until you are satisfied that we have answered your complain fully and honestly. Should more than one organisation be involved in your complaint, we will work with the other organisations to provide a single point of contact and a single response to all your concerns.
As part of the process, we will:
- Acknowledge your complaint within three working days of receipt
- Thoroughly investigate the concerns you have raised
- Provide a full written response within an agreed and reasonable timeframe
- Contact you if there are any issues that need clarification and/or invite you to an informal meeting to discuss your concerns with the relevant senior members of key staff
- Ensure you are kept informed of progress during our investigations
How we manage complaints
Our complaints policy sets out how SASH responds to complaints, concerns, compliments and comments.Download the SASH complaints policy
Alternatively, you can tell your story online with the non-profit service Patient Opinion. Your story may appear (without your name) on their website. Patient Opinion asks the health service to respond to the feedback you share, but does not reveal your identity.
This service is independent of Surrey and Sussex Healthcare NHS Trust and the NHS. For more information about Patient Opinion and how your story is handled, visit www.patientopinion.org.uk.