If you, your relatives or your carers are unhappy with any aspect of your care, or the service you receive while you are staying in hospital or attending an outpatient clinic, you or they should speak to a member of the ward or clinic staff as soon as possible. If you feel unable to speak directly to staff, then the PALS Team will listen to your concerns and advise how they will be able to help.
By listening to and acting on service users’ and carers’ comments, the aim of PALS is to be influential in improving standards of care.
You can also contact PALS if you wish to pass on a compliment.
The PALS office is open weekdays 9:30am to 4:30pm, and is located near the Main Entrance of East Surrey Hospital.
Telephone: Call PALS on 01737 231 958
You can also raise your concerns by using the online concerns and complaints form.
We aim to work with you until you are satisfied that we have answered your complaint fully and honestly. As part of the process, we will:
- Acknowledge your complaint within three working days of receipt
- Thoroughly investigate all issues raised with respect, fairness, confidentiality and without prejudice to the service user
- Provide a full response by the method you would prefer, within an agreed and reasonable timescale. If your preferred method of response is verbal (by telephone or a meeting), the content of this discussion will be confirmed in writing
- Ensure you are kept informed of progress during our investigations.
If you would like to make a complaint, this should normally be made within twelve months of the event you wish to complain about, or within twelve months of the date you found out about the problem.
Telephone: 01737 768 511 x6580 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.
How we manage complaints
Our complaints policy sets out how SASH responds to complaints, concerns, compliments and comments.