Suggestions, Comments and Complaints

 We strive to improve the services we provide and welcome any comments you have which will help us to do that. Constructive suggestions from patients to improve any part of the practice are always welcome.

If you wish to leave us feedback, or pursue a complaint, please refer to our ‘Give feedback or make a complaint’ page to find out how to do this.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible to enable to establish what happened. 

Complaints will be discussed openly and taken seriously. If you have a comment or complaint about the service that you have received at the surgery, please ask to speak to the practice manager who will be pleased to help. 

All written complaints will be acknowledged in writing within 3 working days and a reply and/or the opportunity to talk about the matter will be arranged to resolve issues.

All complaints will be investigated thoroughly and the complainant will be be kept up to date with the progress of their complaint. We do however try to respond to all complaint within 30 days.

If a patient does not want to complain directly to their GP practice they no longer have to go through NHSE. 

NHS Firmley ICB are responsible for investigating complaints for the services mentioned above in Surrey Heartlands. 

They can be contacted via :

Telephone : 0300 561 0290

Email : firmleyicb.southeastcomplaints@nhs.net 

Post : South East Complaints Hub

NHS Firmley ICB

Aldershot Centre for Health

Hospital Hill

Aldershot

Hampshire

GU11 1AY

Compalint on behalf of someone else. 

Pleas note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person will be required, unless they are incapable (because of ilness) of providing this. 

Effective from 1st April 2018 the Healthwatch Surrey advocacy service will be provided in partnership with Surrey Independent Living Council (SILC). Healthwacth Surrey is an independent local watch dog that gives the people of Surrey a voice to improve, shape and get the best from health and social care services. 

The service will povide support for people through to the NHS complaints process. 

The contact details are as follows :

Telephone : 01483 310 500 (10:00 am to 4:30 pm Mon - Fri excluding bank holidays)

Email : nhsadvocacy@surreyilc.org.uk 

Text : 07704 265 377

Website : www.surreyilc.org.uk