The PALS service runs Monday to Friday 9 - 4pm. Their telephone number is 01932 723553 or please contact the team at
Please do not leave a message outside these normal working hours.
Patients and visitors can also get information on that day from the main reception or hospital switchboard.
Please
Compliments
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. Please email your compliments to
Unfortunately, we cannot accept gifts but will pass on your kind words. If you would prefer to make a donation, please visit our fundraising pages.
Complaints
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
You can also view a summarised listing of upheld complaints.
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:
Chief Executive
Ashford and St Peter's Hospitals NHS Foundation Trust
Guildford Road
Chertsey
Surrey
KT16 0PZ
Or you can email
You can download a copy of our complaints procedures via the link below:
- Ashford and St. Peter’s Complaints Procedure
Healthwatch Surrey
If you live in Surrey and are unhappy with the NHS treatment you have received, our team can provide free, confidential and independent support to help you to make a complaint about an NHS service. This team is called the Independent Health Complaints Advocacy service. It is provided by Healthwatch Surrey in partnership with SILC (Surrey Independent Living Charity).
You can contact the team via:
- Telephone: 01483 310 500
- Text (SMS): 07704 265 377
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. - Website: www.surreyilc.org.uk
Healthwatch Surrey is interested in hearing your experiences of Ashford and St Peters hospitals. We provide independent feedback, reports and recommendations to hospital service providers and decision makers to influence, inform and, if necessary, challenge decisions and plans both for existing and new services. You can also contact us for advice and information about health and social care.
- Telephone: 0303 303 0023
- Text (SMS): 07592 787533
- Email:
This email address is being protected from spambots. You need JavaScript enabled to view it. - Website: https://www.healthwatchsurrey.co.uk/share-your-views
The NHS Complaints Procedure and Other Resources
Further information about the NHS Complaints procedure can be found at on the NHS Choices and Citizens Advice Bureau websites.
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.
Martha's Rule
Ashford and St Peter's Hospitals NHS Foundation Trust has introduced Martha's Rule, a national NHS patient safety initiative that gives patients, their families, carers and staff another way to raise concerns if they believe an inpatient's condition is getting worse.
Martha's Rule provides access to an urgent clinical review when concerns about a patient's deterioration have not been fully addressed after speaking with the clinical team caring for them. The initiative is designed to strengthen patient safety by ensuring concerns are listened to, assessed promptly and acted upon where appropriate.
- Visit our Martha's Rule section for more details.
