Complaints and Compliments
Compliments
Our staff always value compliments when they have delivered a better service than you expected.
Compliments should be directed as follows
- Leave your comment on the NHS website here
- Email us on patientfeedback.dhc@nhs.net
- Write to Patient Feedback, Dorking Healthcare Ltd, Holmhurst Medical Centre, 12 Thornton Side, Redhill, Surrey, RH1 2NP
Complaints
Patient feedback helps us to continually improve our services which includes learning from complaints.
If you have a complaint or concern about the services you have received from the doctors or any of our staff, please let us know. We operate a complaints procedure that follows NHS guidance for patient complaints.
How to make a complaint
We hope that any member of staff can sort out most problems easily and quickly on the spot. If your problem cannot be resolved in this way and you wish to make a formal written complaint, please let us know as soon as possible.
Complaints should be directed as follows:
- Email us on patientfeedback.dhc@nhs.net
- Write to Patient Feedback, Dorking Healthcare Ltd, Holmhurst Medical Centre, 12 Thornton Side, Redhill, Surrey, RH1 2NP
If you feel uncomfortable about contacting us directly, please get in touch with the Patient Experience Team at NHS Surrey Heartlands Clinical Commissioning Group using the details below:
- Email: syheartlandsccg.complaints@nhs.net
- Phone: 0300 561 1200
- Text: 07917 087 560
Please note that due to COVID-19, the CCG offices are closed for routine business. Post is not being collected and complaints sent by post will not be handled until further notice.
You can find out more about contacting NHS Surrey Heartlands Clinical Commissioning Group here
What happens next?
Whichever route you take you will receive an acknowledgement of your complaint, verbally or in writing, within 3 working days. We will investigate and respond to you as quickly as possible. We will ask how you would like to be informed of the outcome. When we look into your complaint, we will aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like to do this
- Make sure you receive an apology, where we have made an error
- Find a solution to any immediate concern, where possible
- Identify what we can do in the future to make sure the problem does not happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality and Data Protection. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A note of consent, signed by the person concerned will be required, unless they are incapable (because of illness) of providing this.
Independent support during the complaint process
Should you require independent advice or advocacy with the NHS complaints procedure, you can get in touch with the Independent Health Complaints Advocacy Service:
Website: www.surreyilc.org.uk
Email: nhsadvocacy@surreyilc.org.uk
Phone: 01483 310 500 – open 9am to 5pm, Monday to Friday (except Bank Holidays)
Text: 07704 265 377
What to do if you are still unhappy with our response
You have the right to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is independent of the NHS and they will decide if they are able to investigate your complaint.
The PHSO usually investigates a complaint after you have tried to resolve the complaint with the organisation involved and after you have received a response from them.
You can contact the PHSO using the following methods:
Website: www.ombudsman.org.uk/make-a-complaint
Email: phso.enquiries@ombudsman.org.uk
Phone: 0345 015 4033 – open 8:30am to 5:30pm, Monday to Friday (charged at a local rate)
Sign video: If you use British Sign Language, visit: https://www.ombudsman.org.uk/accessibility/if-you-are-deaf-or-hard-hearing
Textphone (Minicom): 0300 061 4298
Call back service: 07624 813 005
Post: The Parliamentary & Health Services Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
