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Compliments, comments and complaints

Child patient PALS

We welcome your views on our services. If you have been impressed by the care that you or someone you know has received, please let us know. It is important that we know when we are getting things right.

Equally, we welcome comments on how we might improve our services. If you have a comment or suggestion, you can let the relevant ward or department manager know directly.


Alternatively you may wish to write to:

Matthew Kershaw - Chief Executive
Brighton and Sussex University Hospitals NHS Trust
Trust Headquarters
Eastern Road

Below you can read about how to get in touch with PALS. They can listen confidentially to any problems or concerns you have.



Sometimes things don’t always go just as you would like them to.

You have several options to raise concerns, but first of all we would ask that you speak with the Ward Matron or Ward Manager in the department.  Many problems can be resolved quickly by talking things over. Misunderstandings can easily happen and sometimes just as easily be put right. If you do not want to discuss your concerns with the staff or their manager, or if you have tried this and are still unhappy ask to speak to the Patient Advice and Liaison Service

Many people do find it useful to discuss concerns straight away with the ward or department, or with one of the PALS team. However, you do not need to have previously done this in order to make a formal complaint.   

If you do decide to make a complaint, this should normally be no more than twelve months after the event you are complaining about.

Our experience has shown us that when someone puts their complaint in writing, it gives them the opportunity to really consider the questions they wish to be addressed along with their desired outcome, all of which are very helpful in assisting us to resolve complaints.

  • You can contact the Complaints team on: 01273 664511  

If you prefer, you can send your complaint directly to the Chief Executive (address above) or email the Complaints Department on complaints@bsuh.nhs.uk.

The Chief Executive will ask one of our case managers to investigate your complaint on his behalf. The case manager will usually try to contact you to discuss your complaint so please provide a telephone number.

Click here to read more about how to make a complaint (PDF)


Impetus (ICAS)

Impetus is the new Independent Health Complaints Advocacy Service supporting patients and their carers who wish to pursue a complaint about their NHS treatment or care. This service is free, confidential and independent.

Helpline: 01273 229002
Email: info@bh-icas.org


Positive feedback

If you would like to say thank you or provide us with some positive feedback please get in touch by completing a short online form - click here.


Your Patient Advice and Liaison Service (PALS)

PALS provide confidential advice, information and support for patients, relatives and carers. PALS are available to assist with concerns and liaise with staff on your behalf, ensuring you receive a timely and appropriate response.

The PALS team will:

  • Actively listen and respond to concerns, suggestions or queries to help make your experience as easy as possible
  • Provide information on NHS services
  • Support you through an anxious time as a patient, relative, friend or visitor
  • Feedback your views to the Chief Executive and Trust Board
  • Offer advice on the complaints service and provide information on how to seek independent advice if you wish to make a complaint


Contact us

You can contact the PALS team by telephone between 9.00am and 5.00pm on:

01444 448678 (for issues at our Haywards Heath site)

01273 523284 or 664588 (for issues at our Brighton site)

Or by email at pals@bsuh.nhs.uk for either site.

BSUH Safety Ombudsman

Our Safety Ombudsman provides an independent, impartial and confidential service to our staff, our patients and their carers. They may act as mediator, bringing parties together, supporting inquirers when they may fear retaliation and influencing systems and culture change to provide an honest, open, no-blame culture within the service. Our Safety Ombudsman has the authority to cut across organisational boundaries of profession, structure and bureaucracy whenever and where ever this gets in the way of safety. This is a completely confidential service with those raising concerns protected by the BSUH Whistleblowing policy.

You can contact our Safety Ombudsman, Delilah Hesling at: delilah.hesling@bsuh.nhs.uk or by calling 01273 696955 extn. 7669.