We welcome comments about our services. You can provide feedback in the following ways:
Raise a concern
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.
On the ward
You can 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.
With our Patient Advice and Liaison Service
If you do not want to discuss your concerns with the staff or their manager, or you are unhappy with their response, ask to speak to the 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.
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:
Chief Executive
Brighton and Sussex University Hospitals NHS Trust
Trust Headquarters, St Mary’s Hall
Eastern Road
Brighton
BN2 5JJ
The Chief Executive will ask one of our case managers to investigate your complaint. The case manager will usually try to contact you to discuss your complaint so please 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. 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
- Helpline: 01273 229002
- Email: info@bh-icas.org
If you live in West Sussex
Contact ICAS
- Helpline: 0300 3038536
- Email: icas@westsussexcab.org.uk
If you live in East Sussex
Contact SEAP
- Helpline: 0300 3435709
- Email: EastSussex@Seap.org.uk
If you provide details of the staff involved, we will send your comments to them. However, you do not have to give staff names if you don’t want to.
If you would like to do more, you could consider making a donation to BSUH Charity, which is the dedicated charity for our hospitals.
To find out more about the Patient Experience Panel please contact:
- Jane Carmody, Head of Patient Experience, PALS and Complaints
- 01273 664511
- jane.carmody@bsuh.nhs.uk
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 complete your treatment or are discharged, you will be invited to complete the FFT.
You might be asked to complete a postcard questionnaire or to place a token in one of our Friends and Family collection boxes.
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.
