Complaints and Compliments Policy and Procedure
We are always keen to hear positive feedback on the services we provide. If you wish to compliment us on the service you have received then please tell the doctor or member of staff. If you wish to compliment us more formally then you can write to Karen Gibson, Governance Manager, Dorking Hospital, Horsham Road, Dorking, RH4 2AA. We will always pass these comments on to the relevant individuals involved in your care.
How to make a complaint
We hope that any member of staff can sort out most problems easily and quickly, and hopefully on the spot. If your problem can not be sorted out in this way and you wish to make a formal written complaint, we would like you to let us know as soon as possible.
Ideally complaints should be addressed to Karen Gibson, Governance Manager, Dorking Hospital, Horsham Road, Dorking RH4 2AA. The complaints procedure will be explained to you and we will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
Alternatively, if you feel uncomfortable in approaching us directly, you can address your complaint to the Surrey Downs Clinical Commissioning Group: write to the Patient Experience Service, Surrey Downs CCG, Cedar Court, Guildford Road, Leatherhead, Surrey KT22 9AE (Tel. 01372 201685 between 9.30 am-5.00pm, Mon-Thur or email: SDCCG.firstname.lastname@example.org)
What happens next?
Whichever route you take you will receive an acknowledgement of your complaint, verbally or in writing, within 3 working days. We shall 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 shall aim to:
Complaining on behalf of someone else
Independent support during the complaint process
Should you require independent advice or advocacy with the NHS complaints procedure you can contact SEAP
(website: www.seap.org.uk, or call 0330 440 9000).
The Patient Experience Service at Surrey Downs CCG can also give you advice (see above).
What to do if you are still unhappy with our response
You can ask us for a meeting to explain our response or discuss other possible resolution options such as involving the Surrey Independent Lay Conciliation Service. If, after this, you still feel that your concerns have not been resolved, you can ask the Health Service Ombudsman for an independent review of your case, within 12 months of raising it initially. You can telephone the Ombudsman’s office on 0345 015 4033 (www.ombudsman.org.uk).
Our staff always value compliments when they have delivered a better service than you expected.