Patient Experience

Involving you (patients, relatives and carers) helps us to understand what we do well and where we need to make improvements. 

We encourage and welcome everyone who would like to give their time to help us understand how our services meet your needs.

If you would like to speak with a member of our team, you can get in contact with us by calling 

Basildon Hospital - 01268 524900
Broomfield Hospital - 01245 516891
Southend Hospital - 01702 435555 ext 4284.

You can also book a virtual appointment on AttendAnywhere Monday to Friday, between 9am and 11.30am. Email to book, or you can complete the form below.

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 DIGITAL.[pdf] 488KB.

Share your experience

We want your time with us to be the best it can possibly be. Sharing your stories will help us to shape decisions about the future of our healthcare services.

Please tell us about your experience

Note: Questions marked by * are mandatory


Letters to Loved Ones

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

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

About you

Note: Questions marked by * are mandatory


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Meet the Patient Experience team

Sarah Haines - Head of Patient Experience and EngagementSarah Haines, Head of Patient Experience and Engagement

My name is Sarah and I am the new Head of Patient Experience and Engagement for the MSE group.

I have worked in the NHS for almost 30 years, primarily in learning disability services and Mental health. I am passionate about inclusion and accessibility of services and I believe that meaningful coproduction and interaction within our local communities is key to providing safe effective services. I am looking forward to my new role and working with our patients to drive change for all.


Jonathan Wright - Patient Experience ManagerJonathan Wright, Patient Experience Manager 

My name is Jonathan Wright, and I am the Patient Experience Manager for the Trust. I have worked for the NHS since 2009 at Broomfield Hospital before taking up a Mid and South Essex role in 2020.

I am experienced working with users of services, volunteers, charities and voluntary organisations. I am keen to ensure that the users of services are able to provide feedback about the care that they have received which leads to improved experiences for them and others.


Kelley-Elle Carvalho - Patient Experience Coordinator - Mid EssexKelley-Elle Carvalho, Patient Experience Coordinator - Mid Essex

My name is Kelley-Elle and I am the Patient Experience Coordinator at Broomfield Hospital.

I joined the trust in September 2020 with a previous background in retail recruitment where I wanted to transfer my skills into patient experience as it is an area that is really important to me.

I'm passionate about engaging with patients and staff to give us really valuable feedback to ensure we are giving the best care. The Friends and Family test along with our CQC National surveys enable us to hear what our patients are saying which can help us implement ‘’You said, we did’’ around our hospital.

Eddie Aruoture - Patient Experience Coordinator - BasildonEddie Aruoture, Patient Experience Coordinator - Basildon

Hi, My name is Edward and I am the Patient Experience Coordinator at Basildon University Hospital.

I previously worked at Queens Hospital in the Pals and Complaints Team. I am passionate about patients receiving excellent service & care in our hospital. Some of the services we offer in Patient Experience are Letters to Loved Ones, Organising Patient forums and Events for Carers and their Families. I also engage with external stakeholders for example NHS England & Improvement, Healthwatch Essex, CQC in ensuring we receive valuable feedback.

Scott Lavender - Patient Experience Coordinator - SouthendScott Lavender, Patient Experience Coordinator - Southend

My name is Scott Lavender I am the Patient Experience Coordinator at Southend University Hospital.

I have worked in the NHS for over 10 years. In that time I have held many varied roles including Domestic Service Assistant, Healthcare Assistant in Theatres and most recently as Trauma Admin Coordinator for St Andrews Hand Trauma Unit. 

I'm passionate about patient experience because time spent in hospital for both patients and their loved ones can be their hardest and when they are their most vulnerable. The work we do as a patient experience team through gathering feedback from patients, loved ones and carers from the Friends and Family Test, surveys and online feedback allows us to make the experience of the services the trust provides more pleasant.