complaints & compliments

At DHC we aim to provide quality healthcare in local setting for the benefit of patients.

Compliments

We are always keen to hear positive feedback on the services we provide.

Compliments should be directed as follows

Our staff always value compliments when they have delivered a better service than you expected.

Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this department, 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:

If you feel uncomfortable about contacting us directly, you should address your complaint to:
NHS Surrey Heartlands Clinical Commissioning Group, Cedar Court, Guildford Road, Leatherhead, Surrey KT22 9AE
Tel: 0300 561 1555
Email: syheartlandsccg.contactus@nhs.net

You can find out more about contacting NHS Surrey Heartlands Clinical Commissioning Group here:
https://www.surreyheartlandsccg.nhs.uk/contact-us/concerns-and-complaints#What_happens_when_you_complain

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

You can be assured that you will not be discriminated against because you have made a complaint, and that your care and treatment will not be affected in any way.

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

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