Feedback, complaints and investigations

Your feedback is important to us

We are really keen to hear your feedback about your experience with us. This helps us to improve our service and ensure that we provide the highest and safest possible standards of care.

There is always someone available for you to talk to if you have concerns about your care or feel you would like to tell us about a positive experience.

We can learn and improve by listening to you and taking action if the care does not meet our high standards.

Following your care with us you will receive a text from our ‘Friends and Family’ feedback service through which you can rate your experience in our units.

If you would like to discuss any aspects of your care, we would encourage you to talk to your midwife or midwifery ward manager at the time of your stay with us.

If you have any further concerns and feel that you would like to discuss this with a member of our midwifery management team or supervisor of midwives, you can contact them by telephoning the labour ward.

 

Sometimes things don’t always go as you expected.

You have several options to raise concerns, but first of all we would ask that you speak with your midwife or ward manager.

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 Advisory and Liaison Service (PALS) which covers all departments within the hospital and who will then contact the maternity management team on your behalf.

Many people 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 to make a formal complaint. If you decided 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.

Call the Complaints Team

You can contact the Complaints Team on 01273 664511

Make a complaint in writing

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

You can email your complaint to complaints@bsuh.nhs.uk.

Alternatively, you can write directly to the Chief Executive:

Dr Gillian Fairfield, Chief Executive
Brighton and Sussex University Hospitals NHS Trust
Trust Headquarters
Eastern Road
Brighton
BN2 5BE

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.

Access help to make a complaint

Advocacy services are available to support patients and carers who wish to pursue a complaint about NHS treatment or care. Support can include helping to draft a complaint and attending meetings. Services are free, confidential and independent.

Please contact the service that covers the area in which you live (not the area where you receive treatment).

If you live in Brighton and Hove

Contact Impetus

If you live in West Sussex

Contact ICAS

If you live in East Sussex

Contact SEAP

There are some clinical situations which require further investigation from our Women’s Services Team. These situations are relatively rare and require a comprehensive investigation of the incident that occurred. If this happens to you, you will be informed and invited to contribute to the investigative process if you would like to and will be kept updated on the progress of the investigation.

These investigations can feel rather lengthy as we follow national guidance. Information is gathered from various sources and this can take some time. Once the investigation is completed a report will be written which will be sent to you for any comments you may have. You will then receive a copy of the final agreed report and you will be invited to meet to discuss the findings and to answer any questions you may have if you would find that helpful.