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Complaints & Suggestions

Riverside Surgery welcomes compliments, suggestions or concerns from patients and you may leave these at Reception, talk to a member of staff, or to someone on our Patient Group.

We aim to provide the best service possible at all times. There may be occasions when you feel this has not happened and this page explains what to do if you have a complaint about the quality of service that we provide.

How to complain

If you wish to make a complaint please write to: Vikash Malde, Practice Manager. Alternatively, you can phone the surgery on 01403 274700 and ask to speak to the management team. Please click here for our Patient Complaints Leaflet.

We believe it is important to deal with complaints quickly so we aim to acknowledge receipt of your complaint within 3 working days and have responded to you within 20 working days. If we feel we need longer to investigate your complaint then we will advise you accordingly.

We will address your concerns fully, provide you with an explanation and discuss what action is to be taken. By the end of the process we hope you will feel that we have dealt with your complaint effectively.

However, if you are not satisfied and you wish to continue with your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO). Their details are shown below.

Patient confidentiality is very important to us, therefore any complaint made by a third party and not directly by the patient would require the patient’s written consent.

If you wish to complain on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed.

Healthwatch West Sussex - Health Complaints Advocacy Service

We hope that we will be able to deal with a complaint to everyone's satisfaction but you can approach Healthwatch West Sussex should this not be the case. Healthwatch West Sussex provides a free and independent health complaints advocacy service (IHCAS) which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health service.

For up to date information via a web link on IHCAS and Healthwatch West Sussex click here.

Telephone 0300 012 0122  

Email: ihcas@healthwatchwestsussex.co.uk 

Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW 

Complaining to the Health Services Ombudsman

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government. You can contact the ombudsman at:-

Millbank Tower,
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
e-mail: PHSO.Enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk


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