Concerns and Complaints

 

What to do when things aren’t right

“A complaint that is not heard by the organisation is more damaging than a complaint that is received, acknowledged and remedied”

Francis Report, 2013.

We hope you will have a really good experience of healthcare in Surrey Heartlands, but if you aren’t happy with the service you have received, we want to make sure that you know what you can do.

If you have an issue or situation to discuss, first try talking to the health professional treating you. Often many problems can be resolved quickly and locally this way.

 

Quick links

 

Who should I complain to?

A formal complaint about any aspect of care is best made direct to the provider of that care. Contact details for our main providers are given below. Please visit their websites to find out more about their complaints procedures.

 

Complaints about GPs, dentists, pharmacists and opticians

 

NHS England is responsible for investigating complaints regarding these services:

  • Phone: 0300 311 22 33
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • Post: NHS England, PO Box 16738, Redditch, B97 9PT.
  • Website: https://www.england.nhs.uk/contact-us/complaint/

 

Complaints about hospital care (acute trusts)

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

They can help you with any problems that have arisen and can help with any complaints relating to their services. Details of hospital trusts most commonly attended by patients in Surrey Heartlands and their contact details are provided below.

 

Ashford & St Peter’s Hospitals NHS Foundation Trust

  • Phone: 01932 722 612
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Ashford and St. Peter's Hospitals Complaints

 

Epsom & St Helier University Hospitals NHS Trust

  • Phone: 020 8296 3092
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Epsom and St. Helier Hospitals Complaints

 

Kingston Hospital NHS Foundation Trust

  • Phone: 0208 934 3993
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Kingston Hospital Contact us

 

Royal Surrey NHS Foundation Trust

  • Phone: 01483 464 831
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Royal Surrey NHS Trust Contact us

 

St George’s University Hospital NHS Foundation Trust

  • Phone: 020 8725 3492
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (Please read the trust’s email correspondence disclaimer here before using this service)
  • Website: St. George's University Hospital Complaints and Compliments

 

Surrey and Sussex Healthcare NHS Trust

 

Complaints about emergency ambulance services (999)

  

South East Coast Ambulance Service (SECAmb) NHS Foundation Trust (999 ambulance service)

 

Complaints about Non-Emergency Patient Transport Services

South Central Ambulance Service (SCAS) NHS Foundation Trust provides Non-Emergency Patient Transport Services (PTS) eligible patients in Surrey except for those registered in the former Surrey Downs CCG geography; 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

  • Post: Complaints, 70 East Street, Epsom, KT17 1HB
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 020 8296 3092
  • Website: Epsom and St. Helier University Hospitals Complaints

 

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

 

Surrey and Borders Partnership (SABP) NHS Foundation Trust

 

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.

  • Phone: 01483 464 831
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Royal Surrey Hospital Trust Contact us

For patients registered with a GP in West Elmbridge, Runnymede, Spelthorne and Woking contact CSH Surrey.

  • Phone: 01483 362 900 
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: CSH Surrey Complaints and Compliments

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

For patients registered with a GP in East Elmbridge, Epsom & Ewell and Mole Valley contact Surrey Downs Health and Care.

  • Phone: 020 8296 309
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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

 

Practice Plus Group

  • Phone: 0203 402 1245 (Monday to Friday between 9am and 5pm)
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • Website: Practice Plus Group Integrated Urgent Care Service

 

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)

  • Phone: 01483 948 967
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Children and Family Health Surrey Contact us

 

Complaints about Surrey Wheelchair Service

 

Millbrook Healthcare Limited

  • Post: Millbrook Healthcare Limited, Nutsey Lane, Calmore Industrial Park, Totton, Hants SO40 3XJ
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Millbrook Healthcare Contact us
  • Phone: 0330 124 4492

 

Patient Experience Team at Surrey Heartlands CCG

If you are unsure what to do or who to contact, please get in touch with the Patient Experience Team at Surrey Heartlands CCG using the details below:

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 0300 561 1200
  • Text: 07917 087 560

You can also use these details to make a complaint to the CCG about our own commissioning responsibilities including policy and funding decisions. Please refer to our Complaints Policy to understand how your complaint will be handled. 

Please note that due to COVID-19, all our offices are closed for routine business. Post is not being collected. If you wish to make a complaint, please contact us using either our email address or telephone number.

Complaints sent by post will not be handled until further notice.

 

What is the time limit for making a complaint?

You should normally complain 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 discretion to waive this time limit if there are good reasons why you could not complain earlier.

 

What happens once you have complained to the CCG?

 We will acknowledge your complaint within three working days. We will advise on how your complaint is going to be investigated. This process may involve:

  • Meeting or speaking with you to gain your personal view of the issues you have raised.
  • Sharing your details with an outside organisation, with your permission. However, if we have serious concerns about a person’s welfare, the CCG will apply its own safeguarding policy and procedures, as detailed in our Complaints Policy.
  • Using your information for other purposes, such as monitoring the complaints process or improving service quality. Where possible, only anonymous information will be used. If identifiable data is needed for other purposes, then your consent will be obtained.

Once the investigation has been completed, you will receive our response, including any improvements that have been, or will be made, as a result of your complaint. Whenever possible this will be within 25 working days; if there is going to be a delay we will let you know and explain the reasons why.

Please be assured that your future care and treatment will not be affected in any way 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 Council (SILC). They can support you and represent your views when making a complaint.

Contact details for the Independent Health Complaints Advocacy Service:

  • Website: www.surreyilc.org.uk
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 01483 310 500 - open 9am to 5pm, Monday to Friday (except Bank Holidays)
  • Text: 07704 265 377

 

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 they will decide if they are able to investigate your complaint.

The Ombudsman will normally 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:

  • Website: www.ombudsman.org.uk/make-a-complaint
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 0345 015 4033 - open 8:30am to 5:30pm, Monday to Friday (charged at a local rate)
  • Sign video: If you use British Sign Language, visit www.ombudsman.org.uk/accessibility/signvideo-bsl-live
  • Textphone (Minicom): 0300 061 4298
  • Call back service: 07624 813 005
  • Post: The Parliamentary & Health Services Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

 

CCG Annual Complaints Reports

CCGs must publish a report on the complaints they have received in the previous year, identifying themes and learning to improve care for the future.

Surrey Heartlands CCG is a new organisation as of 1 April 2020 but the 2019/20 report of complaints related to East Surrey, Guildford and Waverley, North West Surrey and Surrey Downs CCGs will be published here in September 2020.

 

 

Review Date: 2021-02-02
Review Due: 2021-08-02
Model Publication Scheme Class: Class 9: Services Commissioned

How the NHS uses data to improve care

 

Following recent media coverage and some myths about how data will be used in future, this update provides a summary of how the NHS uses data and the benefits of sharing data, the types of data being shared, what’s changing and why and when these changes will happen. 

 

How is patient data used?

Patient data is used every day to improve healthcare services through planning and research in England, helping to find better treatments and improve patient care.

It helps to decide what new health and care services are required in a local area, informs clinical guidance and policy, and supports researching and developing cures for serious illnesses, such as heart disease, diabetes, and cancer.

This video explains more about how NHS Digital collects and uses data.

 

What’s changing and when?

Patient data is already collected to improve health and care services. In the past, NHS Digital has collected patient data from general practices using a service called the General Practice Extraction Service (GPES). This system is over 10 years old and needs to be replaced.

NHS Digital has worked with doctors, patients, data and governance experts to design a new and improved system – known as the General Practice Data for Planning and Research Service.

This new system means data will be collected, stored and accessed in a more secure and more consistent way. It also aims to reduce work for GP practices so GPs have more time to focus on what matters most - patient care.

This new service, which will go live from 1 September 2021, offers many benefits.

It will help support:

  • the planning and buying of health and care services
  • public health monitoring and health interventions to improve people’s health and wellbeing (this includes the development of treatments for illnesses including Covid-19)
  • many different areas of research that will improve healthcare for the benefit of us all

 

Will my personal data and my personal details be shared?

NHS Digital won’t receive any patient names or addresses. Any other data that could directly identify patients (such as NHS Number, date of birth, full postcode) is replaced with unique codes which are produced by de-identification software before the data is shared with NHS Digital. This process is called pseudonymisation and means that patients will not be directly identified in the data. 

 

What data will be shared?

NHS Digital will receive the following types of information:

  • data about diagnoses, symptoms, observations, test results, medications, allergies, immunisations, referrals, recalls and appointments, including information about physical, mental and sexual health
  • data on sex, ethnicity and sexual orientation
  • data about the type of staff who have treated patients

 

What if I have concerns about my data being shared?

We understand some people may have some concerns about data being shared. It’s your choice but it’s important you understand what’s being shared and why.

In response to some common concerns, we would like to reassure you that:

  • It won’t be possible to directly identify patients from the data that’s shared
  • The data won’t be used for marketing purposes - it will only be used to help us plan services and improve care across the NHS.

 

If you still choose to opt out of your data being shared by NHS Digital with anyone else for research and planning or anything beyond your own care then you can register for a national data opt-out. You can do this using the online service Your NHS Data Matters or by calling the NHS Digital contact centre.

However, if you don’t want any information held in your GP medical record used for anything that isn’t linked to your own direct care then you can also register for what’s known as a type 1 opt out with your practice. You can do this by returning this form to your GP practice and this will mean none of your data will leave the practice. 

If a lot of people opt out, the information becomes less helpful because it won’t necessarily be representative of the wider population when we try and plan services and treatments for the future. We think it’s important you know that but it’s your decision.

 

Where can I find out more?

For more information about how NHS Digital uses data to support health and care, and for information on how you can opt out of your data being shared please see the NHS Digital website.

 

 

Model Publication Scheme Class: Not part of the MPS

How we use your information

 

The purpose of this guidance is to inform you of the way in which NHS Surrey Heartlands Clinical Commissioning Group use information (including personal data) about you.  It explains:

  • who we are and what we do
  • the types of information we hold about people
  • how we use this information and why we need to do this
  • who we may share your information with
  • how you can object to the way we use information or complain about this
  • how you can access a copy of the information we hold about you
  • what other rights you may have in relation to this information
  • how we keep your information secure and confidential
  • where to go if you require further information.

This guidance applies to all individuals whose information is used by the CCG; including local NHS service users, our staff and suppliers, and visitors to our offices.

This information is known as a ‘Privacy Notice’ or ‘Fair Processing Notice’ and it is a legal obligation under data protection legislation that we provide you with this.

 

Covid-19 and Your Information

This supplementary Privacy Notice describes how Surrey Heartlands CCG may use your information to protect you and others during the Covid-19 outbreak.

 

Covid-19 Vaccination Programme – Privacy Information for Health and Care Staff

The Covid-19 vaccination programme in Surrey Heartlands is being rolled out to all health and social care workers who have frequent face-to-face contact with patients and who are directly involved in patient care in either secondary or primary care, mental health, urgent and emergency care and community settings. This includes those working in independent, voluntary and non-standard healthcare settings such as hospices, and community-based mental health or addiction services.

NHS Surrey Heartlands CCG, on behalf of the Local Resilience Forum, have worked with partners to establish a booking system for these individuals to receive vaccinations at various sites within Surrey Heartlands.

Your employer will provide you with information on how to sign up to receive the vaccine and will share relevant information about you with the provider of your local vaccination service to allow you to be invited for vaccination.

When it is the right time for you to receive your vaccination you will receive an invitation to come forward by email, SMS, or telephone.

We know lots of people will be keen to get protected from the virus but we are asking people not to share these vaccination booking details with friends of family as we have a limited number of vaccines to offer and need to ensure these are provided to those providing Health and Care services first. Other people within the community will be contacted directly for their own appointment.

 

Information Governance

Information Governance provides a consistent way for employees to deal with the many different standards and legal rules that apply to information handling. This includes the Data Protection Act (DPA) 2018 - a United Kingdom Act of Parliament that updates data protection laws in the UK. It is a national law which complements the European Union's General Data Protection Regulation (GDPR). Therefore GDPR and the Data Protection Act 2018 should be read side by side.

 

Subject Access Request

Individuals have the right to access information that the CCG holds about them by making a Subject Access Request (SAR). The GDPR has removed the fees that could previously be charged for SARs and reduced the amount of time that organisations have to respond. This right applies to all individuals including staff, employees of other organisations, service users, visitors to offices, and attendees at events.

Each NHS organisation holds their own records and we can only supply Surrey Heartlands CCG records. If the CCG holds the data requested and it is not legally exempt from disclosure, the information must be supplied within one month (though this can be extended by up to a further two months in some circumstances).

You can request access to information about you that we hold by contacting the CCG’s Information Governance Team at This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Further Information

The Information Commissioner’s Office (ICO) is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals. A range of guidance for individuals and organisations is available via their website: ico.org

 

Privacy Notice for the public on Population Health and the use of data

The Surrey Heartlands Health and Care Partnership, which includes your GP practices, Surrey Heartlands CCG and Surrey Council, is working with partners to link local information together to see what the needs of the population are and so make better decisions on the care of our citizens. This will help all partners improve care for groups of people in the community and is known as a Population Health approach.

These partners will not be able to identify individuals as part of the approach as any identifiable data will be removed. If there is any need to identify individuals, for example in order to address an important health and care need, then this can only be done by the GP or other organisation that already holds that data.

This is an innovative approach to supporting our citizens, for more information please read the full notice.

 

NHS National data opt-out programme - Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments.

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.
You can choose whether your confidential patient information is used for research and planning.

 

Surrey Care Record Update

The Surrey Care Record is an Electronic Health Record (EHR) linking system that brings together patient/client’s information across health and care systems in a secure manner, giving a real-time summary of your information which is held within a number of local records.

Benefits of such a system are:

  • Improved quality of care – information about your care will be instantly available to clinicians for more accurate diagnosis and on-going treatment. Duplication of tests will be avoided.
  • Improved patient safety – there will be greater visibility for your health and social providers about your current medications, allergies and adverse reactions.
  • Reduced delays in care – test results will be readily available reduces patient waiting time.

The CCG is a data controller for patient data that is shared via the Surrey Care Record.  Please see the full Privacy Notice for further information.

 

 

Review Date: 2021-05-06
Review Due: 2022-05-05
Model Publication Scheme Class: Class 7: Policies and Procedures

Your data

 

Patient data is used every day to improve healthcare services through planning and research in England, helping to find better treatments and improve patient care.

It helps to decide what new health and care services are required in a local area, informs clinical guidance and policy, and supports researching and developing cures for serious illnesses, such as heart disease, diabetes, and cancer.

These pages explain how the NHS and the CCG use your data and how you can submit requests for your information

 

 

Model Publication Scheme Class: Not part of the MPS

Subject Access Requests

 

Individuals have the right to access information that the CCG holds about them by making a Subject Access Request (SAR). The GDPR has removed the fees that could previously be charged for SARs and reduced the amount of time that organisations have to respond. This right applies to all individuals including staff, employees of other organisations, service users, visitors to offices, and attendees at events.

Each NHS organisation holds their own records and we can only supply Surrey Heartlands CCG records. If the CCG holds the data requested and it is not legally exempt from disclosure, the information must be supplied within one month (though this can be extended by up to a further two months in some circumstances).

You can request access to information about you that we hold by contacting the CCG’s Information Governance Team at This email address is being protected from spambots. You need JavaScript enabled to view it. 

 

Further details can be found on the How we use your information page of this website.

 

 

Review Date: 2021-05-04
Review Due: 2022-05-04
Model Publication Scheme Class: Not part of the MPS