Compliments and Complaints

In this section, you can find out more about letting us know how you feel about our services at Ashford and St. Peter’s Hospitals NHS Trust.


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 email to pals@asph.nhs.uk

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 leaflets which will give you information about how the NHS complaints procedure works and how to go about making a complaint:
If you wish to raise a complaint or compliment the care you or your relative / friend has received please write to:

Chief Executive
Ashford St. Peter's Hospitals NHS Trust
Guildford Road
Chertsey
Surrey
KT16 0PZ

Or you can email complaints@asph.nhs.uk or telephone 01932 722612.


You can download a copy of our complaints procedures via the link below:
For independent help and support in making a formal complaint you can also contact ICAS (Independent Complaint Advocacy Service) on 0845 6008 616. More information can be found at www.seap.org.uk/icas.

Further information about the NHS Complaints procedure can be found at on the NHS Choices and Citizens Advice Bureau websites.

There is a leaflet available on the Department of Health website that may also be of benefit:
Comments and Suggestions

The Trust also welcomes your comments and suggestions and is keen to receive feedback from service users and visitors to assist in the development and improvement of the services we offer. We have a leaflet on how you can make your comments and suggestions to us and what we will do with them.


Appreciation Awards

We also have a scheme for recognising individuals and teams who have provided an exceptional service to patients, the Trust or the wider community. Please ask our Human Resources Department for details if you would like to nominate someone or a Team for recognition in our annual awards ceremony.


Patient Panel

With representation from a wide cross section of the public, the Panel provides a focus for patients and carers to become involved in debate about how the Trust provides and makes changes to services.

You can find out more details by clicking here.


Patient Advice and Liaison Service (PALS)

Ashford and St Peter’s Hospitals NHS Trust has introduced a Patient Advice and Liaison Service (PALS). This is designed to support patients, relatives and carers by offering help with problems and concerns and providing information leaflets about medical conditions and treatments.

You can find out more about the PALS team by clicking here.


Bereavement Office

The Bereavement Office offers advice and practical help for bereaved relatives in the period immediately following the death of a loved one.

If you have lost a relative or friend whilst they were a patient at the Ashford and St Peter’s Hospitals NHS Trust, many staff will have been involved in their care during their stay and so, on behalf of all of them, we wish to express our condolences, sympathy and concern for you at this time.