Patient experience

The Patient Experience team has a large number of projects that it manages to work with both patients and staff to improve the patient experience while using the Trust services.

Armed Forces Community

We are proud to be a Veteran Aware Trust

Epsom and St Helier University Hospitals NHS Trust has been named as a Veteran Aware Trust in recognition of its commitment to improving NHS care for veterans, reservists, members of the armed forces and their families.

The accreditation, from the Veterans Covenant Healthcare Alliance (VCHA), acknowledges the Trust’s commitment to a number of key pledges, including:

• Ensuring that the armed forces community is never disadvantaged compared to other patients, in line with the NHS’s commitment to the Armed Forces Covenant
• Training relevant staff on veteran specific culture or needs
• Making veterans, reservists and service families aware of appropriate charities or NHS services beneficial to them, such as mental health services or support with financial and/or benefit claims
• Supporting the armed forces as an employer

Unpaid carers

Are you a carer?

A carer is anyone who spends a significant proportion of their time providing unpaid care to a family member or friend. This could be caring for a relative, partner or friend who is ill, frail, disabled or has a mental health or substance misuse problem, who would not be able to cope without their support.

The role of a carer is very diverse and can involve a range of activities, including: practical household tasks such as shopping, cleaning, cooking, laundering of clothes, assisting with medication, managing money, and taking the cared for to attend appointments; personal care, such as helping the cared for to the toilet, to wash and dress or move around their home; and/or emotional support.

The term carer should not be confused with a care worker, or care assistant, who receives payment for looking after someone. 

Friends and Family Test

We are part of a nationwide initiative known as the 'Friends and Family Test' which gives us - and other NHS organisations across the country - an even greater insight into the experience our patients have of our services, and what they think of us.

We offer all our patients the opportunity to answer one simple question: "Thinking about the service we provide, overall how was your experience of our service?"

You are asked to respond from several options from "Very good" to "Very poor". You will also have the opportunity to tell us the main reason for the answer you give, as well as tell us what we could do to improve.

Social media

You can leave feedback on our (social media platform links - Facebook/Instagram/LinkedIn) pages. It is always encouraging for staff to hear about care that has been delivered well. However, for complaints, we strongly advise you to use the Trust’s Complaints webpage and Patient Advice and Liaison Service (PALS) PALS webpage as social media is not constantly monitored throughout the day and does not allow sufficient detail for a complaint to be resolved.