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.

Dealing with your concerns

Concerns are often best dealt with when they arise so we encourage you to first explain your query to a member of staff who knows you and your situation, such as a doctor; nurse or therapist.

In many instances it is possible to resolve the problem straight away by talking to the person who has been looking after you.

If you are not happy to do 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.

If you are unhappy and you do speak to staff, we can assure you that your care will not be affected in any way.

In fact, the staff would rather know that you are unhappy so they can address your concerns and do their best to put things right for the rest of your stay.

You may also like to speak to our PALS service who can offer advice and support if you are having problems.

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 promotes an expectation that investigating staff will identify and speak to any members of staff directly involved in the subject of the complaint and provide their responses as well as the comments from the manager/consultant themselves.

All complaints are discussed at regular meetings with the relevant service divisions, while 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 the Trust can learn regarding the issues raised in the complaint.

Making a complaint

To talk about the options available to you, please call us on either of the following numbers:

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

If you want to make a formal complaint in writing, please email either PALSChichester@wsht.nhs.uk or PALSWorthing@wsht.nhs.uk, or write to:

The Chief Executive

Western Sussex Hospitals NHS Foundation Trust

Lyndhurst Road


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.



How can we make this page better?