Complaints
We aim to give the best possible care to patients but sometimes things do go wrong.
If you are unhappy with the treatment or service you have received from the surgery, you are entitled to make a complaint.
The first stage NHS Complaints Procedure is concerned with local resolution so if you wish to make a complaint or express a concern regarding the treatment or service you have received from the surgery please contact;
Mrs Susan Ebanks
Practice Services Manager
The Integrated Care Partnership
The Old Cottage Hospital
Alexandra Road
Epsom KT17 4BL
Every attempt will be made to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means. You will receive a response from the practice within ten working days.
Another useful first step is to talk to the Patient Advice and Liaison Service (PALS) which has been established in every NHS Trust and Primary Care Trust (PCT)
PALS are not part of the complaints procedure itself, but they may be able to resolve your concerns quickly and informally, or if not, they will tell you more about the NHS complaints procedure and the Independent Complaints Advocacy Services a free, independent and confidential service which can help you make a complaint about your local NHS.
Useful Information
Surrey Primary Care Trust
Tel: 01372 201700
Fax: 01372 201706
Healthcare Commission
Tel: 0845 601 3012
www.healthcarecommission.org.uk
Health Service Ombudsman
0845 015 4033
www.ombudsman.org.uk
Compliments and comments
You may wish to feedback any positive comments on the care and services you have received or make some general comments about your surgery.
This feedback is very important to us and NHS organisations in general as they tell us what factors are contributing to a good experience for patients.
Please mention to any member of staff, your doctor or nurse any positive experience/opinion you have of the surgery or alternatively contact:
Mrs Susan Ebanks
Practice Services Manager
The Integrated Care Partnership
Alexandra Road
Epsom
Surrey KT17 4BL.
Links »
