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Your comments, compliments, concerns or complaints can all help CSH Surrey to improve its services.
If an error has been made, we will provide an apology. We will answer your questions and explain the events and the decisions that were made. We will tell you what action is being undertaken as a result of your complaint. No-one is discriminated against because they have made a complaint.
Our employees also value your compliments, and these also help us to know when we are doing things well.
You can raise a concern for yourself or on behalf of someone else. If you complain on behalf of a friend or relative you must have their consent to represent them.
Your concerns can often be addressed ‘there and then’. Please speak to the healthcare professional you were seen by, or ask to speak to their manager or the person in charge. You can leave a message for them to contact you at a time convenient to you.
Make your complaint as soon as possible, detailing the concerns you have. Except in exceptional circumstances, this should be not more than 12 months after the incident. You can telephone us, email or write a letter. Don’t forget to provide us with your full name, address and contact number. You can complain directly to the commissioner of the service you were seen by if you prefer. Please refer to the list below. Please do contact us if you are unsure which commissioner to contact.
Before reaching out, kindly ensure that the care or treatment you’re referring to was provided by us and not another organisation. You can confirm this by checking the Services We Provide page. Although we provide services at a number of sites such as Woking Community Hospital and Leatherhead Community Hospital several other NHS organisations also have services based there so please check your appointment letter or other correspondence for details before getting in touch.
CSH Surrey’s Patient Experience Team will assist you. Your concerns will be acknowledged, investigated and responded to within agreed timescales.
The Patient Experience Team can be contacted 01483 362900 or by email at This email address is being protected from spambots. You need JavaScript enabled to view it.
You can also write to the Patient Experience Team at CSH Surrey, 4th Floor, Dukes Court, Woking, GU21 5BH. Alternatively you can send your letter to CSH Surrey’s Chief Executive, also at Dukes Court, Woking.
We will contact you within three working days of receiving your complaint to let you know we have received it and that we are starting our investigation. If you are raising a concern or complaint on behalf of the person receiving care we will need their written consent that they are happy for this to happen/to share their information. We would send a consent form to be completed by the person receiving care in this instance and our investigation would start on the day we have their consent to proceed.
We aim to respond to your concerns within 25 working days of receiving your complaint. It can help to speed up our response if you are happy to provide your daytime telephone contact number so we can contact you more easily if we have additional questions or need further information.
You can ask to meet with us, where we will be happy to explain our response and discuss your concerns. We can also offer other possible resolution options, such as independent conciliation.
If, after this, you still feel your concerns or complaint has not been resolved or handled satisfactorily, you can ask the Parliamentary and Health Service Ombudsman to review your case. You should contact the Ombudsman within a year of raising your complaint.
You can contact them via:
You can contact them by:
Provides health information, details of local services and information on how to make a complaint.
Visit the NHS Choices website
Provides information about the NHS complaints procedure.
Visit The Department of Health website
Need help to make a complaint? If you live in Surrey and are unhappy with the NHS treatment you have received, the Independent Health Complaints Advocacy Service can provide free, confidential and independent support to help you to make a complaint about an NHS service. It is provided by Healthwatch Surrey in partnership with SILC (Surrey Independent Living Charity).
You can contact the team via:
Visit the Surrey Heartlands website
View contact details for all CSH Surrey services.