We strive to ensure that our patients receive the best possible service and care at all times, but occasionally mistakes and misunderstandings do occur. If you have a concern or a complaint about our service we would very much like to hear from you. We welcome all feedback, both positive and negative, as it enables us to see what is working well for patients and what is working less well. Your feedback provides us with the opportunity to change our practices and to ensure that the services we are providing are right for patients.
The Trust produces a PALS Annual Report each year. The latest report for 2023/24 is available to download here: PALS Annual Report 2023/24
If you have an experience you would like to share with us about using our 999 service, you can do this via our Patient Experience Questionnaire (PEQ). Your voice counts and we welcome views that identify areas of service improvement. You can access our PEQ here.
If you make a formal complaint, an acknowledgement will be sent to you within three working days of receipt. The Trust aims to provide a full, written response within 35 working days and if this is not possible, we will keep you informed about the reasons why and when you can expect to receive the response.
To read our complaints policy, click here. It will help us if you provide as much detail as possible about the nature of your complaint. Our Complaints & PALS Team deals with complaints, and if you wish to speak to them they are available between 9.30am – 4pm, Monday to Friday, not including Bank Holidays. If you call outside of these hours, you will be asked to leave a message and we will get back to you as soon as we can.
We also provide a leaflet that explains how the Trust handles complaints and concerns.
A complaint may be made by post, by email, or by telephone, and all contact details are shown below.
Patient Experience Team
South East Coast Ambulance Service NHS Foundation Trust
Nexus House
4 Gatwick Road
Crawley
RH10 9BG
Tel: 0300 1239 242
Email: pet@secamb.nhs.uk
If you would like help in making your complaint, you can contact a local advocacy service who will be able to assist you. Their service is free, independent and confidential. The name of the provider of advocacy services in Kent, Surrey, West Sussex, East Sussex and Brighton and Hove and their contact details, are listed below.
Brighton & Hove
Pohwer – https://www.pohwer.net/brighton-and-hove
East Sussex
The Advocacy People – https://www.theadvocacypeople.org.uk/
Kent
The Advocacy People – https://www.theadvocacypeople.org.uk/
Surrey
Healthwatch Surrey – http://www.healthwatchsurrey.co.uk/
West Sussex
Healthwatch West Sussex – http://www.healthwatchwestsussex.co.uk/
Hampshire
Healthwatch Hampshire – https://www.healthwatchhampshire.co.uk/