Our passion is to deliver the highest quality of care for our patients, but we know that sometimes, things go wrong. If you feel that the treatment or service you received fell short of your expectations or you have cause for concern, please let us know. We take all complaints very seriously, treat them confidentially, investigate each one individually, and will respond as quickly as possible. We acknowledge the importance of complaints and use them as an opportunity to learn how to improve our services and all aspects of the patient experience.
- Download our Fair Processing Notice (PDF 156 KB)
How to make a complaint
You can make a complaint either by sending a letter to Sarah Billiald, Chief Executive or filling out the online form on our contact us page. If you would like to discuss your complaint in person, please call our Clinical Govenance Manager on 01737 775463.
Try to make your complaint as soon as possible. This makes it easier for everyone involved to recall what happened and investigate more effectively. You should normally make your complaint within 12 months of the event(s).
Provide as much information as you can, including your full name and address.
Due to the Data Protection Act and patient confidentiality responsibilities, we cannot disclose any information to a third party without the written consent of the patient. If you are complaining on behalf of a relative or friend, we will need a signed letter from them giving their consent to discuss details of their care.
What happens next
The local resolution process
When your formal complaint is received, whether it is made orally or in writing, the Managing Director is notified and the investigation begins. If possible we will contact you by telephone to discuss your concerns and agree a way forward. A letter acknowledging receipt of your complaint is sent within two working days of it being received.
A lead investigator is appointed who will interview the staff who have been involved in your care and are asked for comments on the matters that you have raised. If the complaint concerns your clinical care, your medical records will be consulted.
As soon as responses are received from staff, they are checked to ensure that they are sufficiently clear and detailed. If this is the case, the responses are incorporated into a reply which the managing director reviews and signs. You can expect to receive a reply within the timescale previously agreed and in normal circumstances this will be within 25 working days of us receiving your complaint. Some complaints can be dealt with more quickly, but more complex issues can take longer to resolve. If the investigation is delayed we will keep you informed of progress.
We hope that the written response answers all your concerns satisfactorily. If it doesn't, please let us know and we will continue our enquiries. We will make every effort to ensure that all your concerns are resolved, but if you are not completely satisfied there is another stage to take things further.
Should you be dissatisfied with the outcome of the local resolution process, you are entitled to go to the second stage of the NHS complaints procedure and request that your complaint is considered by the Parliamentary and Health Service Ombudsman for England. You can contact the Ombudsman by writing to:
We understand that making a complaint may be difficult but support is available
- Contact your local Healthwatch to find out about independent NHS complaints advocacy services in Surrey on 0303 303 0023.
- Contact your local Citizens Advice Bureau for support with complaints about NHS services.
- Care Quality Commission (CQC) www.cqc.org.uk 03000 616161
- Patient Association www.patients-association.org.uk Helpline 020 8423 8999
- Age UK www.ageuk.org.uk 0800 678 1602
We are always pleased to receive positive feedback about your experiences of our services. Please contact the service directly or write to our Chief Executive, Sarah Billiald, or complete the online form on our contact us page. Your compliments will be passed on to the relevant staff.