Ashford and St Peter’s Hospitals NHS Foundation Trust (hereafter referred to as the Trust) provides healthcare services to the 410,000 people who live in North-West Surrey. The Trust provides district general hospital services and some specialist services such as Neonatal Intensive Care and limb reconstruction surgery.

The Trust employs staff who come to work each day to treat and care for their patients. We recognise that sometimes we do not meet people’s expectations and that mistakes do happen. The Trust is committed to providing patients with an apology, an honest explanation, and actions to show how we will learn from their experience to improve patient and public experiences in the future. The Trust will also provide support to members of staff during the process.

This policy provides guidance to managers and staff so that they understand their responsibilities when a patient, relative, carer or member of the public is unhappy with the care or service they have received.

The policy will help staff support patients, direct how to deal with their dissatisfaction or where to direct them to register their concerns. This policy also informs staff what the patient, relative, carer or member of the public can expect from the Trust and the involvement staff will have to help bring their concerns to a satisfactory conclusion, or what further steps they may wish to take if they remain dissatisfied.


Policy Details

Download: PDF version
Compiled by: Charlotte Broughton, Head of Patient Experience, and Involvement
Ratified by: Trust Executive Committee
Date Ratified: June 2023
Date Issued: June 2024
Review Date: June 2026
Target Audience: Trust Staff
Patients, their families, and carers
General public
Contact name: Charlotte Broughton, Head of Patient Experience, and Involvement


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