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Patient Advice and Liaison Service

Ashford and St. Peter’s has a Patient Advice and Liaison Service (PALS) which is provided by the Trust’s Patient Experience Team and is a confidential service designed to support patients, relatives and carers by offering help with problems or concerns and providing information.

The service aims to:

  • Advise and support patients, their relatives and carers.
  • Provide information on NHS services.
  • Listen to concerns, suggestions or queries.
  • Help sort out problems quickly on your behalf.


The Trust’s aim is to solve problems quickly and, where appropriate, to ensure changes and improvements are implemented to prevent re-occurrence of similar concerns.


If you have a problem or concern

As soon as possible, you should tell someone in the ward or department concerned – for example, the doctor, nurse, receptionist or ward manager / matron.

Difficulties can often be easily and quickly resolved. If your concern persists, or the problem is not resolved, PALS will guide you to a more appropriate person or service.


You can contact PALS Monday to Friday, 9am to 5pm by:

  • Asking any member of the ward staff to contact the PALS for you.
  • Telephoning 01932 723553.
  • You can also email This email address is being protected from spambots. You need JavaScript enabled to view it.

The PALS office can be found to the left of the reception desk at the main entrance of the Outpatient block at St. Peter’s Hospital.


How to make a formal complaint

If, after speaking to staff, you are still unhappy about the service you have received and wish to make a formal complaint, it is important to do so as soon as possible after the event.

Anyone who is receiving, or has received, NHS treatment or services has the right to complain if the service falls short of what they expect. If you are unable to complain yourself, someone else (usually a relative or close friend) can, with your written permission, do so on your behalf. The PALS / Patient Experience Team can advise you on how to do this.


You can also write to:

The Patient Experience Manager
Ashford and St. Peter’s Hospitals NHS Foundation Trust
Guildford Road, Chertsey,
Surrey, KT16 0PZ.

You can also email This email address is being protected from spambots. You need JavaScript enabled to view it.. If you make a formal complaint, we will investigate your concerns and you will receive a full written reply from the Chief Executive.


Your feedback

We aim to provide the highest standard of care to all our patients and we hope you have been completely satisfied with the service you have received.

We welcome your views on the care we provide; all your comments are taken into consideration as they help us to make improvements to the services we provide.

During your stay please let the Ward Manager know of any comments, suggestions or concerns you may have about your experience of our services.

When you are about to leave hospital you will be given a “Your Feedback” questionnaire, this will not take long to complete and will really help us to keep improving the care, treatment and services we offer. This survey is completely confidential and any details that you provide will be anonymous.


Commending staff

We always like to hear about members of staff who have provided exceptional service. You can also share your thoughts with a wider audience via the national NHS website, NHS Choices. Comments about Ashford Hospital or St. Peter’s Hospital can be placed via the Hospitals tab on the NHS Choices homepage at

To source the hospitals, key in either ‘Ashford Hospital’ or ‘St. Peter’s Hospital.’ There are a few basic questions to answer and you have the option of providing a more detailed comment if you so wish.

We would like to thank you for any time you spend giving us your feedback.