We will do everything we can to ensure that you receive high standards of care in our clinic. We recognise that sometimes, despite our best efforts, we may not meet your expectations.  Should this happen, we will do our best to put things right and to make sure that the same thing doesn't happen again.

Let us know

If you are unhappy about the care you have received, please ask to speak to a senior member of staff. They may well be able to resolve things straightaway.  

PALS

If you have spoken to a senior person but feel your concerns have not been resolved, you can contact the Trust's Patient Advice and Liaison Service (PALS) on extension 4029.  PALS provides information and on-the-spot help for patients, their families and carers, working to resolve concerns quickly by liaising between you and the hospital staff.  PALS can also provide advice and information should you wish to pursue matters more formally.  

What happens if my concerns are not resolved?

If you are not satisfied with the efforts made by the staff referred to above, you can make your complaint more formally. You can do this by writing to the Service Manager for the Claude Nicol/ Lawson Unit. You can also complain in writing to the Chief Executive of the Hospital:

The Chief Executive's Office

Brighton and Sussex University Hospitals NHS Trust

Sussex House

Abbey Road

Brighton BN2 1ES

Or

You can contact the Trust Complaints Department between 9am and 5pm Monday to Friday, telephone 01273-696955

Whether your written complaint is via the Claude Nicol/Lawson Unit Service Manager or the Chief Executive or the Complaints Department, we will acknowledge receipt of your complaint within two working days and provide a written response within 25 days. If we are unable to do this, for any reason, we will contact you to let you know.

For more information on the complaints process or advice regarding independent help available to make a complaint, please contact the Service Manager by calling the Claude Nicol Centre on 01273-664721 or the Lawson Unit on 01273-664722.