Complaints and concerns

Complaints and concerns

We trust you will have a good experience of health and care services in Surrey Heartlands. However, if you are not happy, let us know.

How to make a complaint

Many different organisations together provide health and care services across Surrey Heartlands. As a result, they are best placed to investigate issues that relate directly to their services. 

Please visit their websites, detailed below, to find out more.

Complaints about GPs, dentists, pharmacists, and opticians

NHS England is responsible for investigating complaints regarding these services:

For information, please visit their website: https://www.england.nhs.uk/contact-us/complaint/ 

Complaints about hospital care (acute trusts)

If your complaint relates to hospital care, you should contact the hospital Trust directly. All local hospitals have their complaints procedures and, in most cases, a Patient Advice and Liaison Service (PALS).

They can help you with any queries you may have about your care and can also help with complaints relating to their services. 

Ashford & St Peter's Hospitals NHS Foundation Trust 

Epsom & St Helier University Hospitals NHS Trust

Frimley Health NHS Foundation Trust (Frimley Park Hospital)

Kingston Hospital NHS Foundation Trust

Royal Surrey NHS Foundation Trust

St George's University Hospital NHS Foundation Trust

Surrey and Sussex Healthcare NHS Trust

Complaints about emergency ambulance services (999)

Complaints about Non-Emergency Patient Transport Services

South Central Ambulance Service NHS Foundation Trust provides Non-Emergency Patient Transport Services (PTS) to eligible patients in Surrey except for those registered in the former Surrey Downs CCG region; Epsom & St Helier University Hospitals NHS Trust provides PTS for these patients.

South Central Ambulance Service NHS Foundation Trust PTS

Epsom & St Helier University Hospitals NHS Trust PTS

Complaints about mental health, learning disability and drug and alcohol services (all ages)

Surrey and Borders Partnership NHS Foundation Trust provides most of these services in Surrey Heartlands. 

Instructions for making a complaint are detailed on this webpage:

https://www.sabp.nhs.uk/contact/pals

Complaints about adult community health services e.g. community nursing and therapy services

For patients registered with a GP in Guildford and Waverley, contact Royal Surrey NHS Foundation Trust

For patients registered with a GP in Elmbridge, Epsom & Ewell, Mole Valley, Runnymede, Spelthorne, and Woking, contact CSH Surrey

For patients registered with a GP in Reigate & Banstead and Tandridge, contact First Community Health and Care

Complaints about children's community nursing and therapy services

Children and Family Health Surrey (services provided by CSH Surrey, First Community Health and Care and Surrey & Borders Partnership NHS Foundation Trust)

Complaints about NHS 111 and GP out-of-hours service (only accessible via NHS 111)

Complaints about Surrey Wheelchair Service

Millbrook Healthcare Limited has a contact form on its website: https://surreywheelchairs.co.uk/contact-us/ 

Unsure who to make a complaint to?

If you are unsure what to do or wish to make a complaint to the ICB, don't hesitate to get in touch with us using the details below:

  • Email: syheartlandsicb.complaints@nhs.net
  • Tel: 0300 561 1555
  • SMS: 07917 087 560
  • Post: Surrey Heartlands ICB, Block C, 1st Floor, Dukes Court, Woking, Surrey GU21 5BH

Please refer to our Complaints Policy to understand how your complaint will be handled.

What is the time limit for making a complaint?

You should make a complaint within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about.

NHS organisations have the discretion to waive this time limit if there are good reasons why you could not complain earlier.

What happens once you have complained?

We will acknowledge your complaint within three working days. We will advise on how your complaint is going to be investigated. We offer a telephone call to everyone who wishes to complain to ensure we fully understand the issues raised and your desired outcome.

We may need to share your details with an external organisation. We will always seek your consent to do this. However, if we have serious concerns about a person's welfare, we will apply its safeguarding policy and procedures, as detailed in our Complaints Policy.

If your complaint is investigated solely by an external organisation, they will be responsible for keeping in touch with you and providing you with a formal response.

However, if your complaint involves two or more organisations or just the ICB, we will keep in touch with you. We aim to respond to complaints within 25 working days; if there is a delay, we will let you know and explain why.

Please be assured that your future care and treatment will not be affected because you have made your concerns known to us.

Getting support when making a complaint

Making a complaint is not always easy to do. If you need independent advice or support you can contact the Independent Health Complaints Advocacy Service. This is provided by Healthwatch Surrey here in partnership with Surrey Independent Living Charity (SILC). They can support you and represent your views when making a complaint.

Contact details for the Independent Health Complaints Advocacy Service:

Independent Review - Parliamentary and Health Service Ombudsman

You have the right to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman is independent of the NHS and will decide if they can investigate your complaint.

The Ombudsman will usually only take on a complaint after you have first tried to resolve the complaint with the organisation involved and have received a response from them.

You can contact the PHSO using the following methods: