The Trust aims to provide the highest standard of care to all patients.
Our staff do everything they can to make sure you are treated properly and promptly. However, if you are concerned about something, please let us know as soon as possible. In the first instance, you should tell someone in the Ward or Department concerned – for example the Doctor, Nurse, Receptionist or Ward Sister.
In many cases it should be possible to sort out the problem straight away and we will always aim to do this.
If you prefer to talk to someone who is not involved in your care, you can contact the Trust’s Patient Experience team who will try to help you.
The Trust’s Patient Advice and Liaison Service (PALS) can be contacted on 01932 723553. Often, difficulties can be easily and quickly resolved and the PALS Manager will aim to do this.
The PALS service will now run Monday to Friday 9-4pm. Please note that the weekend service is no longer available, but patients and visitors can get information on those days from the main reception or hospital switchboard. Please do not leave a message outside these normal working hours.
If it is not possible for the PALS Manager to help, they will guide you to a more appropriate person or service.
If, after speaking with staff, you are still unhappy about the service you have received and wish to make a formal complaint, please contact the Complaints Manager on 01932 722859.
Becoming More Involved
Being responsive and sensitive to the needs and wishes of patients, their families and carers has become one of the fundamental principles of good health care. The Trust aims to work in partnership with patients and carers to improve our services and improve the experience of individual patients.
This work is overseen by the Patient Experience Department and includes our Patients Panel.
The Bereavement Office offers advice and practical help for bereaved relatives in the period immediately following the death of a loved one.
If you have lost a relative or friend whilst they were a patient at Ashford and St Peter’s hospitals, many staff will have been involved in their care during their stay and so, on behalf of all of them, we wish to express our condolences, sympathy and concern for you at this time.