Before you make a formal complaint you may wish to discuss your concerns informally with the Modern Matron, Ward/Service Manager who is close to the source of your concern.
Alternatively you may wish to receive help and advice from PALS, a confidential service established to provide assistance in helping to solve problems and concerns quickly.
If there are issues that cannot be resolved speedily or you wish a more formal approach to be taken to resolve your concerns we will:
You can contact our PALS and Complaints Manager, at:
18 Mole Business Park
Surrey KT22 7AD
A senior manager is appointed to look into the concerns raised within the complaint. They then liaise with the members of staff involved and ask for their views on your concerns and an explanation of what happened.
We will share with you the findings of the investigation and should there be any outstanding concerns we will continue to work with you to try and resolve these issues.
People who use services and their carers will not be treated in any adverse way as a result of making a complaint.
If you require advice, independent of the Trust, you can contact your local Independent Complaints Advocacy Service.
Clarendon House (1st floor)
9-11 Church Street
Tel: 01256 463758 or e-mail: firstname.lastname@example.org
Other advocacy services and help lines:
If you are dissatisfied with the outcome of the local resolution process you may ask the Parliamentary and Health Service Ombudsman to consider your complaint.