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Send us your compliments and tell us about your positive experiences with our services.

Complaints and feedback

We are here to help you when you need support, if you have any concerns, if you want to tell us about your experience of our services or if you are not sure who to speak to.

Tell us your story

Would you like to tell us what you think about our services? You could be involved in service development and improvement or share your story in a video, for example. Tell us what we are good at, where can we improve and what matters to you. 

You can: 

  • write a letter to PALS or email us
  • you can complete a survey to tell us your story. If you would like an urgent response, please contact PALS 
  • complete a Family and Friends Test card 
  • email us a photo or a video
  • get creative; we'd love to see your cakes, collages or stories about your experience
  • send us a text message or call us
  • contact Care Opinion

Contact details for our PALS Team are at the bottom of this page.

All feedback will be shared anonymously wherever possible, but if you have any questions about this, please ask. 

Friends and Family Test 

Have you been given a Friends and Family test card? 

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service they provided or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment. 

More information on the Friends and Family Test can be seen on this short video.

You said, We did

We use your feedback to improve what we do. Our patients' experience is one of our Trust's strategic goals and our Patient Experience Strategy includes enhancing communication to patients and increasing feedback from people who use our services.

Your feedback matters

All feedback is shared anonymously with the service involved. Services use the feedback to create a 'You said, We did' poster to display in their local service, clinic or ward which demonstrates how your feedback has been listened to and the developments or changes which have been made as a result.

You said, we did - April 2024

Service You said We did
Radiology UckfieldAdditional pictorial instructions for hard of hearing. Perhaps displayed in changing area.We have accessible information guides available to patients if they request them. We have put a poster in the changing cubicle to raise awareness of this.
Community Neuro RehabGood time keeping. Always polite and professional. Compassionate and caring.We will pass the feedback to the team to motivate them to keep up the good work.
Children’s ContinenceI did have a very long wait from initial referral to first consultation (approx. 7 months).We are working with Senior Leaders to source additional resource and review our service delivery model.

Get involved

Patient Network

We want to involve patients, families and carers in different ways. By including patients and the public in the Trust's work, helps to change and improve the way care and services are delivered. 

If you want to become more involved in our work, you can join our Patient Network. The Patient Network is made up of patients, service users, families and carers who have registered their interest to be involved in Trust activities.

There are a number of activities we would like our Patient Network to engage with and you can pick the ones you want to be involved in, for example: 

  • being part of service improvement
  • attending focus groups meetings
  • undertaking surveys
  • telling us your patient story
  • taking part in our Reading Group

If you would like to get involved in any of the activities above, please contact our Patient Advice and Liaison Service (PALS) at 01273 242 292 or via email to This email address is being protected from spambots. You need JavaScript enabled to view it. 

Other ways to get involved:

Get in touch

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Call or text: 01273 242 292

Postal address:

Patient Advice and Liaison Service (PALS)
B Block
Brighton General Hospital
Elm Grove

Page last reviewed: 04 March 2024
Next review due: 04 September 2024