Complaints and concerns

If you have a concern about your or someone else’s care or treatment, we can help.

Our patient advice and liaison service (PALS) provide prompt help, advice and support, and will do their best to resolve the problem.

If you require a more detailed investigation or you wish to formally complain, you can submit your complaint in writing or by email. In order to help us deal with your complaint, please ensure you include:

  • Your full name
  • Your address
  • Your date of birth
  • Your hospital number (which begins with X) if you have it to hand
  • A telephone number we can reach you on
  • The concerns you would like the trust to investigate and respond to; and
  • What outcome you hope to receive from raising a complaint.
  • If you are not the patient, please ensure you let us have their name and any relevant information about how we can contact them to seek their consent
  • Wherever possible, please also try to include information such as dates, places and names in relation to your concern or complaint.

Please be assured that raising a complaint will never affect the quality of care and treatment you or the patient receive.

If you are submitting a complaint on behalf of someone else, please remember that we will need written consent from the patient before we can make disclosures of confidential information relating to care and treatment.

For more information about how your complaint will be handled and what you can do if you are unhappy with our response, please see our making a complaint leaflet.

If you would like guidance or support in making a complaint, you can contact the Health Complaints Advocacy Service on 0330 440 9000 or read the Health Complaints Advocacy Service leaflet.

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