We welcome comments about our services. You can provide feedback in the following ways:
Raise a concern
Tell our clinical staff
Do tell the staff looking after you about the things that have gone well and the things we could do better. We always want to improve our services and your feedback is very important to us.
If you have a particular concern please ask to speak to the nurse or manager in charge of the ward or area that you are being treated in.
Contact the Patient Advice and Liaison Service (PALS)
PALS can provide information about our services and liaise with the healthcare teams on your behalf. Please do contact PALS if you have any questions or concerns about your care.
Contact PALS:
- pals@bsuh.nhs.uk
- 01273 664511 for the Royal Sussex County Hospital
- 01444 448678 for the Princess Royal Hospital
Contact our patient experience team
You can contact the team on:
Make a complaint
If you are unhappy about any aspect of the care you have received, we want to know as soon as possible. This helps us to do our best to resolve any problems, learn from any mistakes and improve the way we do things.
You should make your complaint within 12 months of the incident.
You can email your complaint to complaints@bsuh.nhs.uk.
Alternatively, you can write directly to the Chief Executive:
Chief Executive
Brighton and Sussex University Hospitals NHS Trust
Trust Headquarters
Eastern Road
Brighton, BN2 5BE
The Chief Executive, Medical Director or Nursing Director will ask one of our Complaints Investigation Managers to investigate you complaint and we will always try and contact you by telephone to discuss your concerns with you so please do provide a telephone number.
Click here to read our leaflet about how to make a complaint
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. These services can help by supporting you through the process and representing your wishes and feelings. They will help you explore the options for taking your complaint forward.
Please contact the Independent Health Complaints Advocacy Service (IHCAS) that covers the area in which you live (not the area where you received treatment).
Brighton and Hove IHCAS
- Helpline: 01273 229002
- Email: info@bh-icas.org
West Sussex IHCAS
- Helpline: 0300 0120122
- Email: ihcas@healthwatchwestsussex.co.uk
East Sussex IHCAS
- Helpline: 0300 3435709
- Email: EastSussex@Seap.org.uk
You can provide positive feedback for our staff by emailing thankyou@bsuh.nhs.uk or by writing to Patient Experience, Royal Sussex County Hospital, Eastern Road, Brighton, BN2 5BE.
Such feedback is always greatly appreciated by our staff and we will ensure that your comments are shared with the team and their managers.
If you would like to do more, you could consider making a donation to BSUH Charity, which is the dedicated charity for our hospitals.
The Patient Experience Panel meets quarterly. It provides an opportunity for patients and staff to work together to improve services.
To find out more about the Patient Experience Panel please contact:
- Jane Carmody, Head of Patient Experience, PALS and Complaints
- 01273 664511
The Friends and Family Test (FFT) is a feedback tool used in most NHS-funded services in England.
It helps us to find out what people think of our care and treatments. We really value the responses and use them to improve services in our Trust.
Completing the test
When you are discharged from our hospital you may be asked “How likely would you be to recommend our service to your friends and family if they needed similar care or treatment?” You will be asked this by text, automated phone message or card. Your response is free, anonymous and really appreciated. If you don’t wish to take part, simply reply STOP when you receive the message or speak to a staff member.
For more information, please visit: www.nhs.uk/friendsandfamily
Our results
You can view our FFT results on the NHS England website. The results are broken down into inpatient, outpatient, A&E and maternity services.
