- Last Updated: Wednesday, 01 April 2020 09:25
Our patient experience Team is continuing to monitor compliments and complaints from patients and carers.
We are continuing to respond to existing concerns and complaints however, given the immense pressure facing our staff, we are asking people to accept an extended timeframe for replies of 35 working days (from 25 working days).
Following advice from NHS England has advised we have suspended our NHS Complaints Process for new complaints received from Monday 30th March 2020 for three months. Given the fast changing nature of the pandemic, we may need to suspend the process beyond this initial three-month period. We continue to monitor issues relating to patient safety or practitioner performance.
Most of the Patient Experience Team are working from home and so will generally communicate with patients and carers by email.
The PALS telephone line 01932 723553 is open from 09:00 to 20:00 seven days a week. Please call PALS for updates about your relatives, information about dropping off items for patients or if you have any concerns.
Positive feedback has a great impact on our staff – it is nice to know that you are doing a good job from the people you care for. Unfortunately, we can not accept gifts but will pass on your kind words.
If you would prefer to make a donation, please visit our fundraising pages.
The Trust is aware that on occasion people may wish to complain about their experiences at Ashford and St Peter’s Hospitals. The Trust takes complaints very seriously and will endeavour to investigate and respond to your concerns professionally and promptly.
We have a leaflet which will give you information about how to go about raising a concern:
- Download the Your Comments and Concerns leaflet
Watch this film to see how you can make a difference by telling us about your concerns:
If you wish to raise a complaint or compliment the care you or your relative / friend has received please write to:
Ashford and St Peter's Hospitals NHS Foundation Trust
You can download a copy of our complaints procedures via the link below:
- Ashford and St. Peter’s Complaints Procedure
Healthwatch Surrey understands that you might need support to make a complaint about an NHS Service, and is able to provide free, independent support and assistance to people who live in Surrey. We work to ensure people can represent their own interests as far as possible and not to offer advice on how we think an individual should act.
If you would like our help or to find out more, please contact us at:
Telephone: 01483 310 500 (10am-4.30pm Mon-Fri excluding bank holidays)
Or visit our website
The NHS Complaints Procedure and Other Resources
How can PALS help?
Patient Advice and Liaison Team (PALS)
PALS can offer you on-the-spot advice and information when you have queries or difficulties about our services or the care you have received.
They will listen to your concerns and help you find ways of resolving them.
They will also take note of what you tell them to help us improve our services for patients.
If you are calling from within the hospital dial extension number 3553
If you are calling from outside the hospital, please call the PALS office direct on 01932 723553.
You can call this number outside normal working hours: a member of the PALS team will return your call within 24 hours or by the next working day.