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Suggestions, Comments and Complaints

There is a practice complaints procedure to deal with comments, suggestions and complaints. In the event of a complaint, a leaflet summarizing the procedure may be obtained from the reception area or by downloading a copy here. Please make this action your first port of call, many thanks.

Click here for copy of Complaints Procedure Leaflet

If a member of the public has a complaint about a GP, Dentist, Pharmacy or Optician that can't be resolved locally with the practice, they first need to contact NHS South, Central and West Commissioning Support unit, details below:

NHS South, Central and West Commissioning Support Unit.

The CCG uses a Commissioning Support Unit, which is part of the NHS, to process concerns and complaints. However, any investigation into concerns will be carried out by the CCG.

Concerns about this process or requests for further information must be addressed to the complaints team using the contact details below.

If staff have any queries or require advice regarding this policy they must contact the Complaints team who will be able to provide advice and support.

A person wishing to initiate a formal complaint can do so either orally or in writing (including by telephone or email to the CCG). The Complaints Officer must be notified immediately on receipt of a complaint via to the CCG:

Eastbourne Hailsham and Seaford CCG:
EHSCCGenquiries@nhs.net Phone: 01273 485300

Hastings and Rother CCG:
HRCCGenquiries@nhs.net Phone: 01424 735600

The CSU contact is: scwcsu.palscomplaints@nhs.net

The Complaints Team
Eastbourne Hailsham and Seaford CCG
Hastings and Rother CCG
36-38 Friars Walk
Lewes
East Sussex. BN7 2PB

Click here for copy of EHS Complaints Procedure Leaflet

If a member of the public has a complaint about a GP, Dentist, Pharmacy or Optician that can't be resolved locally with the practice, or EHS CCG, they then need to contact NHS England at:

Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.

Complaints – what you need to provide

Provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:

  • your name and a valid email or home address for reply
  • a phone number in case we need to contact you for additional information
  • a clear description of what you want to complain about and when this happened
  • the name of the service you want to complain about
  • any relevant correspondence

Consent

If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint. We will contact you about this.

When a complaint is made about a service such as a GP, dentist or pharmacy, we will also require specific consent to share the complaint with that service in order to investigate it. It will speed up the process if you include the following line in your complaint:

“I give permission for my complaint to be shared with (insert name of GP / dental surgery etc.) in order for NHS England to carry out an investigation.”

Removable Media

Please do not post removable media to NHS England, for example CDs, DVDs, SD cards and memory sticks. Due to security restrictions we are unable to access information sent this way. Any removable media will be returned to you, or securely destroyed if we do not have your details.

What happens next?

NHS England will acknowledge all complaints no later than the third working day after the day the complaint is received.

Investigating the complaint

The complaint will be investigated and you will receive the findings of the investigation along with an apology. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation.

How long will it take?

This will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.

Further information

Freedom of Information requests should also be directed through the above address/email.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur. Dr Andrews is the partner responsible for dealing with complaints.

Comments and suggestions on how we can improve our service to you, the patient, are always welcome. These can be left at reception or emailed to: grahamhunt@nhs.net

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