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Complaints & Comments

We operate a complaints policy in line with NHS complaints procedure. There are two stages to the complaint process.

Complaints regarding the OOH service should be made directly to NHS 111 on 01737 363866.

Should you have a complaint or wish to comment about the service you have received from the Practice, this should in the first instance be raised either by writing to, or speaking directly with the Patient Services Manager at the surgery that you usually attend. We acknowledge complaints within 3 days, and following investigation aim to respond in full within 30 days.

Woodlands Surgery
Tilgate Way, Crawley
West Sussex. RH10 5BW
Tel: 01293 517092
Email: cccg.woodlandssurgery@nhs.net
Patient Services Manager -
Mrs Carol Knight
Clerklands Surgery
Vicarage Lane, Horley
Surrey. RH6 8AR
Tel: 01293 820833
Email: cccg.clerklandssurgery@nhs.net
Patient Services Manager -
Miss Jenny Valentine  

 

It is advised that where possible you contact your practice in the first instance.  However, if you prefer not to talk to us you can take your complaint to NHS England either by email or by telephone, their contact details are as below:

Telephone: 0300 311 2233
Email: england.contactus@nhs.net
Address: NHS England, PO Box 16738, Redditch  B97 9PT

This First Stage process is called local resolution, and most cases are resolved at this stage.

If, having gone through the First Stage of the complaints process you are still unhappy, you can refer the matter to the Parlimentary and Health Service Ombudsman, who are independent of the NHS and government.

Their contact details are as below:

Telephone: 0345 015 4033
Website: https://www.ombudsman.org.uk/making-complaint
Email:  Phso.enquiries@ombudsman.org.uk
Address: The Parliamentary Health Service, Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

If you would like advocacy support when you are making a complaint, you can contact the  Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS) which is a free and independent service available to patients. Please note the IHCAS is a Sussex Service for all patients regardless of which surgery branch you attend.

Their contact details are as follows:

Telephone: 0300 012 0122
Website: http://www.healthwatchwestsussex.co.uk/complaints-support/
Email: helpdesk@healthwatchwestsussex.co.uk
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW

 

 

Your Neighbourhood Professionals. Just a Click Away! In receipt of the Mobility allowance? You may be entitled to a brand new car even if you cannot drive yourself. Contact a local motability garage today. L Hawkins & Sons Funeral Directors The Little Wellbeing Room
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Woodlands Partnership - Tilgate Way, Tilgate, Crawley, West Sussex, RH10 5BW
Clerklands Surgery - Vicarage Lane, Horley, Surrey, RH6 8AR
Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away! In receipt of the Mobility allowance? You may be entitled to a brand new car even if you cannot drive yourself. Contact a local motability garage today. L Hawkins & Sons Funeral Directors The Little Wellbeing Room
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