Surrey GP out-of-hours Service
Surrey GP Out of Hours Service

Patient Feedback

As well as being told when we do things well, we also need to know when things don’t go so well. We understand the importance of learning from people’s experiences and we welcome all feedback about the out of hours service. Whether you had a positive experience, or identified an opportunity for us to improve we want to hear from you.

If you wish to leave feedback (positive or negative) you can do this in four ways:-

  1. By post -  The Quality Team, Surrey Out-of-Hours service, Glassworks 2, Dorking Business Park, Dorking, Surrey RH4 1HJ

  2. By phone – 0203 402 1245 (Monday to Friday between 9am and 5pm)

  3.  By email – careuksurrey.feedback@nhs.net

  4. Or complete the Patient Questionnaire.

Note

Queries submitted during week-ends are not monitored. Our mailbox is only monitored during normal office hours. If you have any queries regarding patient symptoms, appointment times, etc, please call 111.

Complaints

You can complain in writing, by email or by speaking to someone in the organisation.

You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint. Anyone can complain, including young people. A family member, carer, friend, or your local MP can complain on your behalf with your permission.

If you prefer to not to contact us directly

Contact the commissioner of the service: this is the organisation that paid for the service or care you received. If you are unsure which NHS commissioner paid for the service, please contact the service, which will be able to provide this information. Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate.

Consent

As all patients have a right to confidentiality, if a complaint is received from a patient’s relative, carer or  friend, the patient will be contacted and asked to sign a consent form. Where a patient lacks capacity to give their consent, or where a patient has passed away, our Quality Team will contact the patient’s relative, carer or friend to discuss consent options.

Our news

Care UK Healthcare partners with Bowel Cancer UK

Care UK Healthcare partners with Bowel Cancer UK

December 5 2018

Care UK Healthcare, the largest provider of clinical services to the NHS, announces a charity partnership with Bowel Cancer UK to raise awareness of the fourth most common cancer.

Read more >

Chance encounter sees waiting time slashed

Chance encounter sees waiting time slashed

November 1 2018

A chance conversation while booking a holiday has seen a Stoke-on-Trent man significantly cut the time he had to wait for NHS treatment.

Read more >

It all adds up. Over £1900 raised for Macmillan through Care UK Health Care sites!

It all adds up. Over £1900 raised for Macmillan through Care UK Health Care sites!

October 24 2018

Throughout September, many of Care UK’s sites joined in with fundraising for Macmillan Cancer Support, raising over £1900 for the cause.

Read more >

Your autumn survival guide 2018

Your autumn survival guide 2018

September 27 2018

 Our autumn survival guide will help see you through to the other side with things to do, recipes and health tips.

Read more >