Comments, compliments and complaints
North West Surrey CCG is responsible for 'buying' NHS services within its geographical area. It is our job to ensure that the hospitals, community services and other service providers meet the needs of local people. However, we know that sometimes things don’t go as they should.
It's vital that we know when this has happened so we can investigate what went wrong and make things better for you and for other patients.
We're also delighted to receive positive feedback and compliments about our work or the quality of health services you have received as a local resident.
How do I make a complaint?
In the first instance you should contact the organisation that provided your care, as they're in the best position to find out what happened and make things better.
If you'd like to know more about how we deal with comments, compliments and complaints, take a look at our Customer Service Policy
If you have a comment, compliment or complaint about health services in North West Surrey then please contact the complaints team:
Phone: 01372 232450
The Customer Service Team
North West Surrey Clinical Commissioning Group
58 Church Street
Complaints about GPs, dentists, pharmacists or opticians
If you have a complaint about a GP, dentist, pharmacist or optician that cannot be resolved locally with the practice manager or pharmacist, you should contact NHS England.
How do I make a complaint against a hospital?
Make your complaint in writing directly to the hospital complaints department. See our who we work with page
to find out more.
What can I expect when I make a complaint?
If you make a complaint to any part of the NHS, you can expect a written acknowledgement within three working days of their receipt of your letter or email.
If your complaint is about the CCG or a hospital, you can expect a full written response to your complaint within 25 working days of receipt of your letter or email. When you receive a full response to your complaint, it should address all the points you have raised and also tell you what further action you can take if you remain unsatisfied.
Where can I get independent support and advice?
Local advocacy services offer free and confidential support. Skilled, experienced caseworkers can talk through issues with you, give you advice on how to make a complaint, represent you at meetings and provide support and help drafting letters and attending meetings.
Support, Empower, Advocate, Promote (seAp)
SEAP offers free and confidential help and support to those wishing to make a formal complaint about the NHS. They can help you to write your letter of complaint and accompany you to any meetings.
If you do not want to make a formal complaint
Often, the quickest way of resolving a concern is by raising it directly with a member of staff as soon as you can. They'll attempt to deal with the matter as quickly as possible.
If you want to make a formal complaint
There are two stages to the complaints procedure. Local Resolution is the first stage and Independent Review is the second. Our aim is to resolve all complaints at the first stage.
Local Resolution (first stage)
Local Resolution aims to sort out your complaint quickly, and as close as possible to the person, service or organisation you are complaining about, in the most appropriate way.
The Complaints Manager will acknowledge your complaint within three working days and discuss with you the way in which you would like your complaint resolved and the length of time this will take.
Conciliation, or mediation, is one way to resolve your complaint at the local resolution stage and is usually very effective. This is a process in which an impartial person helps those involved to resolve the complaint or difficulties that have arisen regarding the service. You can ask the complaints team for more information on this service.
Independent Review (second stage)
We aim to give a satisfactory reply to all complaints we receive. However, if you're not happy with the response or the way your complaint was handled at the first stage, you can ask for an independent review of your case (second stage) by the Parliamentary and Health Service Ombudsman.
The Ombudsman is independent of the NHS, and they will decide if they are able to investigate your complaint.
You can write to them at:
The Parliamentary and Health Service Ombudsman
London SW1P 4QP
Will my complaint be kept confidential?
If you're making a complaint on behalf of someone else, you'll need to get permission in writing from them to deal with the complaint and give you any information.
If you're complaining about treatment, the person investigating will need to get the relevant information from your records. If you don't want them to do this, you should let the complaints team know. We'll keep all information you provide confidential.