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Complaints or concerns

If you have a concern about your care or treatment, or any of our services, please in the first instance contact the Patient Advice and Liaison Service (PALS) who can provide immediate help, advice and support and they will do their best to help you to resolve the problem.

Making a formal complaint

If staff have been unable to resolve your concerns and you feel you wish to make a complaint, please put this in writing to:

The Chief Executive
East Sussex Healthcare NHS Trust
St Anne’s House
729 The Ridge
St. Leonards-on-Sea
East Sussex TN37 7PT

You may also email your concerns directly to the Complaints Department at:

You may telephone the Complaints Department on (01424) 755255 extension 2335 or 7063.

If you are sending us any correspondence, please confirm your name, address and contact number, and if different the name and address of the person who your concerns relate to. A member of the Complaints Department will endeavour to contact you to acknowledge your complaint and discuss how we propose to investigate your concerns.

Because of patient confidentiality, we may need to contact the patient to confirm the issues you have raised can be investigated on their behalf.

The complaints process will require an investigation to be carried out and the trust normally expects to send a written response to you from the Chief Executive in thirty working days. However, this may vary, depending upon the complexity of the matters raised.

Our leaflet “Let us know your views” provides additional information which may be of assistance to you.

I am worried that complaining might make things worse

The trust values complaints as a way of looking to improve the services and standards of care we provide the public. Anyone making a complaint can rest assured that they should not receive any adverse treatment from staff in relation to a complaint they have made.

Support when making a complaint

The Independent NHS Complaints Advocacy Service provided by SEAP Advocacy is able to offer support to anyone wanting to make a complaint about their NHS care/treatment. This can either be through their self-help pack (available on their website www.seap.org.uk/services/nhs-complaints-advocacy) or through working with an Advocate. You can contact SEAP Advocacy via email: EastSussex@seap.org.uk or by telephone 03003 435709.

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