Writing

Making a complaint

We want to make it easy for you to tell us about any problems you have so we can do our best to resolve them, learn from any mistakes and improve the way we do things in the future.

Our complaints procedure is flexible depending on what you are looking for when you complain and how we can best resolve the issues raised.


How to make a complaint

Speak to someone

A lot of problems can be sorted out straight away just by talking to the person looking after you, such as a doctor, nurse or therapist.

If you are not happy doing this, or you have tried and are not satisfied with the response, then ask to speak to the person in charge of the ward, department or service.

You can also talk to our Patient Advice and Liaison Service (PALS), who can help raise your concern with the right people.

There is no need to worry that telling staff you are unhappy will affect your care – they would rather know that you have a problem so they can put things right.

Telephone us

If you want to make a formal complaint, you can call us to discuss the best option for you:

  • St Richard’s Hospital: 01243 831822
  • Worthing and Southlands Hospitals: 01903 285032

Write in

Alternatively, you can make a formal complaint in writing:

Email PALSChichester@wsht.nhs.uk or PALSWorthing@wsht.nhs.uk, or write to:

The Chief Executive

Western Sussex Hospitals NHS Foundation Trust

Lyndhurst Road

Worthing

West Sussex

BN11 2DH


Help in making a complaint

Anyone making a complaint about NHS treatment or care is entitled to the support of an advocate.

Click here to find out more about the support available and how to contact your local advocacy service.


The complaints process

Complaints are received in the Chief Executive’s Office and forwarded to Customer Relations Department to be managed in accordance with the NHS Complaints Procedure and the Trust’s own local policy and procedures.

The Trust policy expects investigating staff to identify and speak to any members of staff directly involved in the subject of the complaint and provide their responses as well as comments from relevant managers and/or consultants.

All complaints are discussed at regular meetings with the relevant service divisions. The Trust’s Patient Experience and Feedback Committee, chaired by its non-executive directors, monitors the investigation process and its outcomes, and follows up any lessons we can learn about the issues raised in the complaint.

 

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