Feedback and complaints

Feedback and complaints

You can provide feedback about health and care services to us, as an independent body. As an independent statutory body, we have the power to make sure decision makers listen to your feedback.Y

You can either complete our online feedback form or contact our Helpdesk.

NHS services

You can contact the Patient Advice and Liaison services (PALS) if you have an enquiry, feedback or complaint about the care you received at the following:

Patient Advice and Liaison Services in Surrey

• Royal Surrey County Hospital: PALS – Royal Surrey NHS Foundation Trust
• East Surrey Hospital: PALS – Surrey and Sussex Healthcare NHS Trust
• Ashford and St Peter’s Hospitals: PALS – Ashford and St Peter’s Hospitals NHS Foundation Trust
• Frimley Park Hospital: PALS – NHS Frimley Health Foundation Trust
• Epsom and St Helier Hospital: PALS – Epsom and St Helier University Hospitals NHS Trust
• SECAmb (Southeast Coast Ambulance Service: PALS – NHS Southeast Coast Ambulance Service
• Surrey and Borders Partnership: PALS – Surrey and Borders Partnership NHS Foundation Trust

For other NHS services, please visit the Integrated Care System page for your area, where you will find details of who to direct your feedback or complaint to:

• Surrey Heartlands: Compliments, complaints and feedback
• NHS Frimley – Complaints and compliments

If you need help to make a complaint about an NHS service – please visit our Independent Health Complaints Advocacy page.

If you are unhappy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman. However, please be aware that they have recently changed the way they handle complaints and will only look further into the more serious complaints about the NHS:  Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)

Adult social care

The Surrey County Council website has information if you need to complain about social care:

Adult Social Care – complaints – Surrey County Council

You can also find some useful information on the Local government and social care ombudsman website:

How to Complain – Local Government and Social Care Ombudsman.