As a patient, relative, carer or visitor sometimes you may need to turn to someone for confidential, on-the-spot help, advice and support. The PALS will seek to support you with any concerns, help you work with the hospital systems and communicate with hospital staff. We can also guide you through the different services available from the NHS.
Our PALS team is here for you, providing confidential advice, information, and support for patients, relatives, and carers. PALS can assist with concerns and liaise with staff on your behalf, ensuring you receive an appropriate response.
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 aim to advocate for patients and family who are expressing concerns. We do this by liaising with staff, managers and where appropriate, relevant organisations, to try to find solutions. If necessary, we can also refer patients and families to specific local or national agencies.
The PALS will also notice trends in concerns raised and use this to review our services, make changes and improve the experience of our patients.
The Trust is committed to improving patient care and involving patients and the public in everything they do.
You have the right to make a complaint about any aspect of care provided by our Trust. Many people find it helpful to discuss concerns straight away with the ward or department, or with one of our PALS advisors as they are able to deal with a situation quickly, and while the patient is still in our care. However, you do not need to have done this before making a formal complaint.
To make a formal complaint, please see Complaints :: Surrey and Sussex Healthcare NHS Trust
Office opening times: 8:30am-4:30pm
Open to visitor drop in for face-to-face support: 10am-2pm
Telephone: 01737 231958
Email: sash.
Accessible text line: 07860 041450
Write to:
PALS at East Surrey Hospital
Canada Avenue
Redhill
Surrey
RH1 5RH
You can also ask a member of staff to contact the PALS on your behalf.
Call for Concern (Martha's Rule)
FAQ's:
- I need a copy of my/relatives patient record
Send an email a request to Sash.
- My relative is an inpatient, and I need information about their care/discharge/treatment
Contact the ward they are staying on. All ward telephone numbers can be found here.
- My appointment is too far away; can you bring it forward?
Contact the Outpatient Booking Office on 01737 784000
- I am waiting for a date for surgery, how long will it be?
Please contact the service you are registered with (details will be on your letter) and they will liaise with the relevant waiting list team.
- I would like to get detail in a clinic letter amended
Please be advised that letters cannot be removed, however, requests for amendments can be made which would be uploaded alongside the restricted original. We would then send this on to the secretaries and ask for it to be reviewed and request that the Dr/Nurse makes amendments as requested.