Our core purpose is to work with people and lead communities in improving their mental and physical health and wellbeing for a better life; through delivering excellent and responsive prevention, diagnosis, early intervention, treatment and care.
All the information you need about working for us, recruitment, job opportunities and careers within mental health, learning disability and substance misuse services in Surrey and Hampshire.
Our research and development aims are to embed a vibrant research culture within our Trust, increase the opportunities for people to participate in research and ensure that our research benefits people who use services, carers, families and our communities.
As a person who uses our services, a relative or carer of someone who does, or a member of the public, there may be times when you need information, help, advice and support.
Our Patient Advice and Liaison Service is committed to listening to people to continuously improve services. They will work with you to resolve any concerns or complaints you may have.
We always welcome compliments so if you would like to share a positive experience please get in touch with us.
Before you make a complaint we encourage you to discuss your concerns informally with the matron or ward / service manager who is close to the source of your concern.
If there are issues that cannot be resolved speedily or you would like a more formal approach to be taken to resolve your concerns we will:
A senior manager is appointed to look into the concerns raised within the complaint. They 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 our findings, and should there be any outstanding concerns we will continue to work with you to try and resolve these issues.
If you want to make a complaint then you will need to tell us what happened, when it happened, and who it happened to. Our simple form helps you provide all the information we need to get started.
Download the form to print off and complete:
Once you have completed the form please return it to:
PALS and Complaints From 1 December 2020 please write to the Trust's temporary address: Third Floor Leatherhead House Station Road Leatherhead Surrey KT22 7FG.
People who use services and their carers will not be treated in any adverse way as a result of making a complaint.
If you speak to PALS on behalf of a friend or relative, we will need to seek their permission to share confidential information, unless the enquiry is of a general nature about how services are delivered. Confidentiality is respected at all times.
You can get in touch with us by emailing rxx.palsandcomplaintssabp@nhs.net or calling the team on:
01372 216202
We are available from 10:00 am to 4:00 pm, Monday to Friday and will respond to your query within 2 working days.
Complaints are acknowledged within three working days.
If you require advice, independent of the Trust, you can contact your local NHS Complaints Advocacy Service:
in partnership with Surrey Independent Living Council
Tel: 01483 310 500 Email: nhsadvocacy@surreyilc.org.uk Text: 07704 265377 Web: https://www.surreyilc.org.uk/independent-health-complaints-advocacy-service/
Tel: 02392 459 924 Email: info@hampshireadvocacy.org.uk Web: www.healthwatchhampshire.co.uk/help-making-complaint
MIND: 0300 123 3393 Saneline: 0300 304 7000 Action for Carers, Surrey: 01483 302 748 Carers Together, NE Hants: 0800 032 3459 Samaritans: 116 123
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.
Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Web: www.ombudsman.org.uk
