Complaints
Complaints Procedure for patients
At Holmhurst Medical Centre, we strive to provide the highest level of care for all our patients. However, we understand that there may be times when we fall short of your expectations. Your feedback is crucial in helping us improve our services.
If you have any comments or suggestions on how we can better serve you, please let us know:
- Online: Visit https://www.holmhurstmedicalcentre.nhs.uk/services/give-feedback-or-make-a-complaint/ to submit your feedback online.
- In Person: Ask Reception for a feedback form or drop your suggestions in the suggestion box located in the ground floor reception area.
Your input is invaluable, and we appreciate you taking the time to help us enhance our services.
Who Can Complain?
Anyone who has dealings with the surgery in any capacity may make a complaint. If you are unable to complaint for yourself then a relative or close friend may complain on your behalf. In this case, your written consent is also required.
Timescales for making a complaint
It is important you make your complaint as soon as possible after the date of the event that you wish to complain about. Letters of complaint should be received within twelve months of the event or within twelve months of you realising that you have something to complain about. These time limits may be waived if there are good reasons why you did not complain earlier. However, the longer the delay between the event and the complaint being made the more difficult it becomes to secure a satisfactory reply.
To Whom Do I Complain?
Complaints should ideally be in writing and addressed to Lucy Rice, Practice Manager, Holmhurst Medical Centre, 2 Thornton Side, Redhill, Surrey, RH1 2NP. Complaints can also be submitted through our email address which is holmhurst.medicalcentre@nhs.net or by the feedback form on our website. Please ensure that your complaint is detailed so that we can investigate fully for you.
How long will it take?
Your complaint should be acknowledged within three working days. A full response will be sent as soon as possible once a full investigation has been completed. Many complaints will be resolved quickly and easily within a matter of days. However, if the complaint is more complex the process can take some weeks to sort out. If you have a complaint that takes a while to be resolved, you should be kept informed of its progress.
Advocacy Support for complaints
If you require assistance in raising a complaint, the Independent Health Complaints Advocacy Service can provide free confidential and independent support:
Tel: 01483 458 111 Text: 07771 108 624 Email: admin@surreyilc.org.uk
Alternatively, if you would prefer not to speak directly to the practice, you can contact:
Surrey Heartlands Complaints Hub on Syheartlandsicb.complaints@nhs.net
If you are still unhappy with your complaint response you can contact:
Parliamentary and Health Service Ombudsman (PHSO)
If you are still dissatisfied after the complaints procedure has been completed you can ask the Parliamentary and Health Service Ombudsman to investigate your case. The Ombudsman is completely independent of both the NHS and Government and their service is free. As well as complaints about NHS services, the Ombudsman can investigate complaints about how the complaints procedure is working. Complaints should usually be referred to the Ombudsman within 12 months. You can contact the Ombudsman office:
PHSO by post:
The Parliamentary and Health Service Ombudsman
City Gate
Mosley Street
Manchester
M2 3HQ
PHSO by telephone
Tel: 0345 015 4033
PHSO Website:
Website: www.ombudsman.org.uk