Complaints and Compliments

COVID-19 Update

Our patient experience Team is continuing to monitor compliments and complaints from patients and carers.

We appreciate the kindness and generosity shown towards our staff at this difficult time and if you would like to send a message, please contact our PALS team at This email address is being protected from spambots. You need JavaScript enabled to view it. or post a comment on NHS Choices.

The PALS service will now run Monday to Friday 9 - 4pm. Their telephone number is 01932 723553. Please do not leave a message outside these normal working hours.

Please note that the weekend service is no longer available, but patients and visitors can get information on that day from the main reception or hospital switchboard.

Please This email address is being protected from spambots. You need JavaScript enabled to view it. our Appointment Centre for outpatient enquiries (or call 01932 723831 / 01784 884351 between 9am to 5pm.

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. Unfortunately, we can not accept gifts but will pass on your kind words.

Your messages can be sent directly to the department or ward through the main hospital addresses or via the Patient Experience team email to This email address is being protected from spambots. You need JavaScript enabled to view it.. They can be contacted Monday to Friday, 9am to 5pm, on 01932 723553.

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

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 This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 01932 722612.

You can download a copy of our complaints procedures via the link below:

• Ashford and St. Peter’s Complaints Procedure

Healthwatch Surrey

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)

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Or visit our website

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.