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We welcome your feedback

We aim to provide the very best care and treatment for our patients. However, we recognise there may be occasions where we do not get things right. Sharing your feedback helps us learn and gives us the opportunity to make things right for you and to improve the experience for patients in the future.

In the first instance we would encourage you speak to a member staff such as the nurse or doctor looking after you, who will listen to your concerns and try to resolve things for you. Failing this our PALS team are here to offer their support and to liaise with the teams on your behalf. 

How can PALS help you

Our PALS team offer confidential, impartial advice, information and support for patients, relatives and carers. Your feedback—whether a compliment, comment, or complaint—helps us understand your experience and identify ways to improve our services.

If you feel unable to speak with the staff directly involved in your care, or have tried and still have concerns or questions, you are welcome to contact PALS who are here to support you. PALS will work with you to help find answers or a resolution wherever possible, to your queries or concerns. 

PALS also provide information and advice about services offered by the Trust and can signpost you to other help and support should you need it.  

How to contact PALS 

Our PALS Teams are available Monday to Friday, 9am to 5pm. You can pop into our offices to see us, call or email. We will respond to you as soon as possible.

Contacting Frimley Park PALS:

Contacting Wexham Park & Heatherwood PALS:

Making a formal complaint

Should you wish for your concerns to be investigated and dealt with more formally, or if your concerns are historic or very complex, they will be dealt with by our Complaints Team.

Raising a complaint will not compromise your ongoing care and complaints are treated confidentiality and with sensitivity. Our PALS team can advise you on our complaints process.

Complaints should be made in writing as soon as possible, but no later than 12 months of the event having occurred. When writing your complaint, please detail what has happened, who was involved and why you are unhappy. Please bullet point any particular questions you would like answers to and/or what you would like as an outcome from raising the complaint. 

How to submit a complaint

Submit a complaint via our online complaints form: Complaint form

Alternatively email: 

What happens when you make a complaint?

Your complaint will be acknowledged within 3 working days of receipt.

A Complaints Coordinator will contact you to discuss how we will investigate your concerns and the agreed timeframe for response. This individual will be your point of contact throughout your complaint.

We aim to respond to your complaint as quickly as possible, whilst ensuring that our response is thorough, and answers all of your concerns.

Accessing your medical records

By contacting PALS, Complaints, or the Chief Executive, you consent to us accessing your medical records to investigate your concerns.

If someone is acting on your behalf, we will need your consent to respond to them. Your complaint will not be held on your medical record.

Once we have responded to your complaint

If you are not satisfied with our response, please write back to explain why you remain unhappy. We will review and investigate any outstanding concerns.

If you still feel your complaint has not been resolved 

You can refer the matter to the Parliamentary Health Service Ombudsman by:

Telephone: 0345 015 4033
email: phso.enquiries@ombudsman.gsi.gov.uk
website address: www.ombudsman.org.uk

Other support for NHS concerns

The Advocacy People

Website: www.theadvocacypeople.org.uk
Telephone: 0330 440 9000

Healthwatch

POhWER – (Advocacy)

Tel: 0300 456 2370 Email: pohwer@pohwer.net

ICBs

Commission local healthcare services.  You can raise concerns with them directly:

Thames Valley ICB:

Email: ppetthamesvalleyicb@nhs.net
Tel: 0118 982 2720

Surrey and Sussex ICB:

Email: syheartlandsicb@nhs.net
Phone: 0300 561 2500

Hampshire and Isle of Wight ICB

Email: hiowicbhsi.patientexperience@nhs.net
Tel: 0300 561 2561

GP concerns

If you have a concern regarding GP services, ask to speak to the Practice Manager at the surgery. Alternatively, you can contact your local ICB.

Other information for patients

Concerns regarding a deteriorating patient 

Call 4 Concern (C4C) is an NHS service that gives patients, their families and our staff the ability to directly refer to Critical Care Outreach. It triggers an urgent review if you feel an in-patient’s condition is getting worse and you are still worried after speaking to the medical team looking after them.

Find more information here: Call 4 Concern and Martha's Rule - NHSE :: Frimley Health NHS Foundation Trust

Access to medical records

If you would like request copies of your Medical Records, please email fhft.request.records@nhs.net

Appointment requests 

In the first instance, please speak with the bookings team on the following numbers:

For Frimley patients call: 0300 6134201
For Frimley patients call: 0300 6147919

MyFrimleyHealth App queries 

Please call 0300 614 1360 or email fhft.myfrimleyhealthrecord@nhs.net 

Lost property

Please report any lost property to the ward or department where the item was last seen. 

Contact us

If you have any queries relating to this information, please contact the Patient advice and liaison services (PALS) service.

About this information

Service:
Patient advice and liaison services (PALS)

Reference:
CC/005

Approval date:
28 August 2026

Review date:
1 August 2029

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Important note 

This page provides general information only. It is developed by clinical staff and is reviewed regularly every 3 years for accuracy. For personal advice about your health, or if you have any concerns, please speak to your doctor.