Patient Experience

Three circles in a triangle formation. Each has a symbol within, a speach bubble, cross sign, and person icon. All in a light blue tintOur vision is to listen to our patients and carers to ensure they are involved in every aspect of their care and the heart of every decision. 

We are passionate about patient and carer experience, and we want every one of our patients, and their relatives, to receive the best possible service when being treated at, or visiting, our hospitals. 

If you are happy with the care and treatment, we have given you, we would be delighted to hear from you. Our staff work very hard to give the best possible, quality care to our patients and greatly value your support and encouragement.  

If you or someone on your behalf has questions or is unhappy with the care you receive, we actively promote that in the first instance you talk directly to the staff involved in your treatment and care. If you do not feel able to raise your concerns directly with the staff within the ward or department where you are receiving treatment, or you do not know who to speak to, you can contact PALS here: https://www.mse.nhs.uk/pals. 

If you would like to make a complaint you can do so here: https://www.mse.nhs.uk/complaints.

Essex Frontline - find local support

Looking for health, wellbeing, or community services in Essex? Essex Frontline is your go-to platform, connecting you to a wide range of local support options—from mental health services and housing assistance to financial advice and community groups. Whether you're seeking help for yourself or someone else, Frontline makes it easy to find and access the support you need. https://essexfrontline.org.uk. 

How it works:

  • Search by postcode or town: Quickly find services near you.
  • Self-refer or request a callback: Access services directly or have them contact you.
  • Stay informed: Services are regularly updated to ensure you have the latest information.

Need support?
If you prefer speaking to someone, contact the Essex Wellbeing Service at 0300 303 9988, available Monday to Friday from 8am to 7pm, and Saturday from 9am to 12pm.

Essex Frontline is a free, secure, and user-friendly resource, funded by local NHS bodies and Essex County Council. It's designed to help you get the support you deserve, quickly and easily.

Visit https://essexfrontline.org.uk today to explore the services available in your area.

Leave us feedback - the NHS Friends and Family Test

Patients and friends of family of those who have recently been seen at one of our hospitals can use the Friends and Family Test to tell us anonymously what you think about the ward or service where your loved one received care.

You can leave your feedback online.

Leave us a compliment

Our staff love to hear when they’ve done well. Whilst giving excellent treatment and care is their job, they still like to hear that a patient is happy with the care they’ve received. 

Let us know your feedback by completing this form. If you know the name(s) of the staff or department you wish to thank we can let them know and pass on your thanks. 

Complete the form below to leave our staff a compliment:

Letters to Loved Ones

Keep in touch with your friends or relatives who are staying in our hospitals by using our Letters to Loved Ones service.

If you would like to send a letter and photo, please complete the form below:

About you

Note: Questions marked by * are mandatory


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Interpreting and Translation Services

If you speak little or no English and you would prefer things to be explained in a language you are more comfortable with, we can arrange for you to have a professional interpreter at your hospital appointment. 

We can offer you interpreting in many language, this is mainly provided by telephone. We also support our patients requiring: 

  • British sign language 
  • braille 
  • large print 

If you need an interpreter or you know someone who does, please phone the clinic or ward that you are attending in advance so we can arrange the service you need. 

For more information about interpreting services, please email mse.interpreting@nhs.net. 

Accessible Information Standard

Accessible information support for patients

We are committed to making sure that everyone can access the information they need to manage their health and care. This includes providing information in formats and languages that suit your individual needs. If you have specific communication or information requirements, please let us know.

What are accessible information needs?

Accessible information needs may include, but are not limited to:

  • Visual impairments.
  • Hearing impairments.
  • Learning disabilities.
  • Cognitive impairments.
  • Non-native speakers of the local language.
  • Preference for alternative formats like Braille, large print, or audio.

How we can help

We provide the following support to meet your accessibility needs:

  • Information in alternative formats: Large print, Braille, easy-read documents, or audio recordings.
  • Help for hearing impairments: Sign language interpreters, hearing loops, or written communication.
  • Language translation: Documents translated into your preferred language and interpreters for spoken communication.

How to let us know about your needs

You can tell us about your accessibility requirements when you:

  • Register with hospitals.
  • Book an appointment.
  • Attend an appointment (ask at reception).

What to expect

Once we know your needs, we will:

  • Record your preferences in your medical records.
  • Provide information in the agreed format whenever possible.

Need more help?

If you have concerns about accessibility or wish to update your preferences, email us at mse.patientexperience@nhs.net. 

You can also submit your needs on our online form at  https://forms.office.com/e/wxk9kmErTD

Our teams are here to make sure you have the information you need in a way that works best for you.

Carers' passport

We have created a carers' passport, this passport is to be completed by the patient's chosen carer to provide useful information for our ward teams about their loved one.

This carers' passport will really help us to improve the experience of patients in our care as it involves their carer as a ‘partner in care’. To have a copy of our carers' passport you can download and print your editable carers passport  Carers Passport (Editable) [pdf] 653KB

Our contact details

You can get in touch with us:

  • Basildon Hospital - 01268 524900 ext 1331 
  • Broomfield Hospital - 01245 516891 
  • Southend Hospital - 0300 443 1138

Or email mse.patientexperience@nhs.net 

You can also book a virtual appointment on AttendAnywhere Monday to Friday, between 9am to 11.30am email mse.patientexperience@nhs.net to book. 

Additional help and support

Whether you are a patient, visitor or carer there may be times when you would like to talk to someone, or you need help getting some assistance or information. 

If it is information you are after, your first port of call is our Patient and Advice Liaison Service (PALS) team: https://www.mse.nhs.uk/pals. 

For spiritual, religious or pastoral support, regardless of your faith, contact our Chaplaincy team who can help you to get through what may be a difficult time: https://www.mse.nhs.uk/chaplaincy.

We recognise and value the support and expert knowledge that carers can give, we also recognise the positive impact that staff and carers working together can have on a patient's wellbeing. You can find more help if you are a carer here: https://www.mse.nhs.uk/carers