We understand that sometimes you may not have a satisfactory experience of our services and we want to hear about it if things go wrong. You can talk to any of our staff about your complaint who will help you with the process.
We investigate all formal complaints so we can learn and improve our services for our patients and service users.
A complaint can be made face to face, by phone, email, online or in a letter to:
Chapel Street Surgery
Newhaven
East Sussex
BN9 9PW
Telephone: 01273 517000
On receipt of your complaint we will contact you to acknowledge it within three working days. A member of the team will contact you to discuss your concerns with you and advise on the likely timescales involved for us to respond; this can depend on the complexity of the complaint. The practice will keep you up to date throughout the process.
Please be assured that all complaints are handled sensitively and in confidence, and that making a complaint will not prejudice the service we provide. If you are at all concerned that your complaint is having a detrimental effect on the service we provide, then please do let us know.
SPC Complaints Compliments and Comments Patient Booklet – June 2023
What if I remain unhappy?
If you are not happy with the outcome of the complaints process you may ask the Parliamentary and Health Service Ombudsman (PHSO) to consider your complaint. You can contact the PHSO via:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
Complaints Helpline
Tel: 0845 015 4033
You can contact the PHSO for more information about making complaints via phso.enquiries@ombudsman.org.uk
Independent Advocacy Services
A free, confidential service is available if you need help with making your complaint:
For East Sussex residents, this service is provided by SEAP PO Box 375, Hastings, TN34 9HU Tel: 0300 343 5709 Web: www.seap.org.uk
For West Sussex residents, you can contact the NHS Independent Health Complaint Advocacy helpline on: 0300 012 0122 or send an email to: enquiries@healthwatchwestsussex.co.uk
For Brighton and Hove residents, this service is provided by POhWER. You can contact them by telephone on: 0300 456 2370 or by email at: pohwer@pohwer.net They also have a website at: www.pohwer.net
