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Comments and Complaints

We aim to provide a first rate service and a very high quality of care but we want to know if you have any problems.

Any comments or complaints that you may have experienced, in the first instance should be discussed with the staff member concerned.  Where the issue cannot be resolved at this stage, please contact the Practice Manager, Shani Adams, who will try to verbally resolve the issues and offer further advice on the complaints procedure. 

If the problem cannot be resolved verbally at this stage and you wish to make a formal complaint, please let us know in writing as soon as possible.  If it is not possible to raise the complaint immediately, please let us have details of your complaint within 6 months of the incident that caused the problem.

As per practice protocol, once received, an acknowledgement will be sent to you within 3 working days and the issues raised will be investigated and considered in full with a response within 10 working days from the receipt of your complaint.

 Alternatively you can address your complaints or comments to:

(1) NHS Hastings and Rother CCG

     Complaints Department

      Bexhill Hospital

      Holliers Hill

      Bexhill On Sea

      East Sussex

      TN40 2DZ

 

(2) The Parliamentary and Health Service Ombudsman

      Tel: 0345 015 4033

 

(3) SEAP Hastings

      Upper Ground Floor

      Aquila House

      Breeds Place

      Hastings

      East Sussex

      TN34 3UY    - Tel: 0330 440 9000

Warrior Square Surgery’s complaint protocol is in line with The Parliamentary and Health Service Ombudsman – “Principles of Good Complaint Handling” Document.

 

As well as sometimes getting it wrong, there are numerous occasions when we get it right, and we would love to hear about these occasions too.

Complaints Leaflet 2015

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