Customer Affairs

The Trust aims to provide the highest standard of care to all patients. Our staff do everything they can to make sure you are treated properly and promptly. However, if you are concerned about something, please let us know as soon as possible. In the first instance, you should tell someone in the Ward or Department concerned Ė for example the Doctor, Nurse, Receptionist or Ward Sister.

In many cases it should be possible to sort out the problem straight away and we will always aim to do this.

If you prefer to talk to someone who is not involved in your care, you can contact the Trustís Customer Affairs team who will try to help you.

The Trustís Patient Advice and Liaison Service (PALS) can be contacted on 01932 723553. Often, difficulties can be easily and quickly resolved and the PALS Manager will aim to do this. If it is not possible for the PALS Manager to help, they will guide you to a more appropriate person or service.

If, after speaking with staff, you are still unhappy about the service you have received and wish to make a formal complaint, please contact the Complaints Manager on 01932 722859.

Becoming More Involved

Being responsive and sensitive to the needs and wishes of patients, their families and carers has become one of the fundamental principles of good health care. The Trust aims to work in partnership with patients and carers to improve our services and improve the experience of individual patients. This work is overseen by the Customer Affairs Department.

Patients and carers interested in becoming more involved should email Jill Down, Head of Customer Affairs at or by telephoning 01932 723497.

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 & St Peterís 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.