Updated November 2024 – Cobham health hub limited trading as Health first surrey
CQC regulated Cobham health Hub limited trading as Health First Surrey is fully committed to delivering safe, high quality and effective healthcare. We appreciate all feedback regarding the care and service that you experience during your visit and this explains how we deal with concerns or complaints you may wish to raise.
As part of our commitment to continual improvement, we encourage our patients to provide feedback so that we can consider your views and priorities. One way to do this is via email following your appointment follow up email, feedback received is reviewed regularly.
How to Raise an Issue or Concern
We hope you find your visit to be comfortable and that you do not have any concerns about the service you received. If you do encounter any problems, however small, we ask that you tell us as soon as possible. We will respond to any concerns considerately and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature. You can provide feedback as follows:
During your visit: If you have a concern, please ask to speak to the senior person on site. Where possible, they will resolve your concern immediately. If you remain dissatisfied please see the section below entitled ‘The Complaints Process’.
After your visit: Please write to the Clinic Manager at:
Health First Surrey
30, Anyards Road
Cobham , KT11 2LA
01932 558441
Or
Email :office@healthfirstsurrey.co.uk
The Complaints Process
There may be occasions when you wish to express your concerns or complaint in writing. Our complaints policy ensures your concerns are investigated and that you are given a full reply. Any complaint we receive is treated in confidence and we strive to investigate with courtesy and sympathy and provide a response within recognised timelines.
Our complaints procedure has three stages and involves the following people and organisations:
Stage 1: Local Resolution
Your complaint will be handled by the Clinic Manager
Stage 2: Independent External Adjudication
We are a member of the Independent Sector Complaints Adjudication HSCAMP who can undertake an external and independent review for you
What are the first steps?
Before making a complaint, it is important to establish what you may want to achieve. Under our complaints policy, we can:
– Carry out an investigation and offer an explanation for what happened
– Take steps to help put the matters right and reassure you that we have done so.
What happens if I make a verbal complaint?
If you make a verbal complaint to a member of staff, it is a good idea to make a note of when you did this and who you spoke to. The staff member will attempt to resolve your complaint immediately and if this is not possible, the complaint will be further investigated.
How do I make a written complaint?
Stage 1: Formal Complaint
It is helpful to put all formal complaints in writing. Your email or letter should include:
• Who or what has caused your concerns
• Where and when the events took place
• What action you have already taken, if any
• What outcome you want from your complaint.
The Clinic Manager will acknowledge your complaint within three working days of receipt, a full reply can be sent within five working days of receiving it. All complaints are taken seriously and are handled openly and honestly in a bid to be fair to all concerned and to conclude matters to the satisfaction of all parties as soon as practically possible.
The Clinic Manager is responsible for ensuring your complaint is investigated fully and the relevant clinic will provide you with a written response (via post or email) within 20 working days. Or, if the investigation is still ongoing, provide a written update every 20 working days with an explanation of the reason for the delay however this is a very rare occurrence. As part of investigating your complaint, the Clinic Manager may offer to meet with you (or to have a call) to help ensure we fully understand the issues you have raised and your desired outcome. After the meeting, we will send you a full written response.
What happens if I am not happy with the response?
Our aim is to deal with your complaint as quickly as possible at a local level. If you are not satisfied with our response, please do inform us again outlining why and they will try to resolve your outstanding concerns and reach a satisfactory conclusion for you. If you remain dissatisfied with the initial response, you can ask for an internal review as part of stage 2 of our complaints process
What happens if I’m still unhappy?
If you are not not satisfied after a complaint has been investigated and a response provided, Health First Surrey will provide information to the complainant in terms of escalating the complaint to HSCAMP
You will need to write to HSCAMP Secretariat within six months of the final decision of our internal review. You will need to clarify in writing which aspects of your complaint you wish to refer to adjudication and give your consent to the HSCAMP process and the release of any relevant case and clinical records. The Secretariat will then inform us of your request for adjudication, and we will then send all the relevant information to the Secretariat as requested.
HSCAMP will confirm with us if your complaint has completed stages 1 and 2 and then will request clarification from you that you are willing to agree to the terms of HSCAMP
The adjudication process is intended to bring about a final resolution of the complaint for both parties. It is important that you understand the binding nature of the adjudication process:
Questions
If you have any questions about the Health First Surrey policy, please contact the Clinic Manager at the above postal or email address.
Taking it further If you remain dissatisfied with the outcome of your complaint you may refer the matter to: the Care Quality Commission who are the regulator for our healthcare services.