We are managing a high demand for our urgent and emergency care services. Please help us to help you, and consider alternative services if you do not have a life-threatening illness or injury. Please contact NHS 111, your GP, or a local pharmacy first for non-emergency concerns.

Patient experience

We are committed to providing support, advice, and information to patients, their families, and carers to ensure that their experience with our healthcare services is positive and responsive to their needs.

We want you to have an outstanding experience every time you come to our hospital, however we acknowledge that you may have concerns and require further information or support.

Key contact details for you to refer to are:

  • Main switchboard: 01279 444455
  • To change an outpatients’ appointment, please call 01279 827391
  • To contact the maternity team if you are in labour, please call 01279 444455 and enter extension x 2144
  • If you are contacting us because of an urgent clinical concern, please consider if your GP, 111 or your local A&E (ED) would be best placed to support you

How to give a compliment, raise a concern, or make a complaint

Patient Advice and Liaison Service (PALS)

If you are concerned about the care of a patient who is currently in one of our hospitals, please speak to the nurse in charge of the ward in the first instance or ask to speak to the matron.

For further confidential advice, support and information, please contact our Patient Advice and Liaison Service (PALS) via this link or 01279 827211. Every effort will be made to respond as soon as possible.

If your enquiry relates to an outpatient appointment, please call the outpatient booking line on 01279 827391. PALS are unable to book, cancel or change appointments.

All car parking issues should be directed to [email protected]   

Complaints

If you would like to make a formal complaint, please contact our Complaints Service via this link or 01279 827084. Every effort will be made to acknowledge receipt within three working days.

  • We will acknowledge your complaint within three working days
  • We will explain everything you need to know about the complaints process
  • We can help plan next steps in getting your complaint resolved 
  • We will talk to senior staff or managers on your behalf and arrange a meeting for you
  • We will aim to respond in writing or meet with you within 60 working days. If we cannot do so due to the complexity of the case, we will keep you informed and give you a new date for us to respond.
  • We can refer you to external organisations including the Independent Complaints Advocacy Service (ICAS) or the Parliamentary and Health Service Ombudsman (PHSO)

A complaint must be made not later than 12 months after the date on which the matter occurred.

If later than 12 months, the Trust must be satisfied that there were good reasons for not making the complaint within that time limit, and it is still possible to investigate the complaint effectively and fairly

Compliments

If you would like to compliment a member of staff, a team or one of our services, please contact [email protected] or 01279 827211.

Requests for medical information

Requests for the following must be made through the Medico Legal Department, who can guide you through the process:

  • Medical notes
  • Admission information
  • Maternity notes
  • X-rays (radiology procedures)
  • Insurance requests

You can contact the Medico Legal Department:

  • By post: Medico Legal Department (Health Records), The Princess Alexandra Hospital NHS Trust, Hamstel Road, Harlow, Essex, CM20 1QX
  • By email: [email protected]
  • By telephone: 01279 827341