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There are a number of ways that you can give your opinion about the care provided by the Trust. Whether you are a patient, visitor, or member of the public, all views are important to us. You are the community we serve and we need to know to continue to improve our services.
Our Patient Experience team are available on 01932 723553 or via the main switchboard number 01932 872000.
The PALS service will now run Monday to Friday 9-4pm. Please note that the weekend service is no longer available, but patients and visitors can get information on those days from the main reception or hospital switchboard. Please do not leave a message outside these normal working hours.
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.
Our staff can't accept gifts but all personal compliments can be sent to our Patient Experience team or via the ward staff.
We apologise if you feel you have received poor service from the Trust. Our patient experience team will help you resolve any issues or process a formal complaint.
The judging panel are looking for colleagues who, in the past month, have displayed exemplary behaviour and truly shown that they have lived one, or more, or our Trust Values
You can vote online here.
You can also play an active part in the running of the Trust via the Patient Panel. The group has a wide remit and meet regularly to discuss issues affecting care and services.
If you live in the local constituencies, you can also become a member of our Foundation Trust. We also have elections for individuals to sit on the Council of Governors of the Trust.
All our staff work very hard to provide the best care for you and your family. If you have had a positive or negative experience, you may want to leave a comment on the NHS website for each hospital:
Our monthly board meetings have a section for public comments and you are welcome to sit on on a session.
All documentation is published in advance of the meeting and you can find out the future dates by clicking here.
We try to publish as much information as we can on our websites, but if you have a specific question you can send us an FOI request. Requests are normally free (we shall let you know in advance if they will incur a charge) and have a 20 working day time limit for us to release the information
Under the Data Protection Act, if you are the subject of the information, you can make a Subject Access Request (for example, to read your medical records). There may be a £50 fee for the release of the information and we will need proof of identity to protect confidentiality.
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:
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.