We always encourage patients and service users to speak directly with staff at the place where care was received — many concerns can be resolved quickly and informally this way. However, we understand that some people may prefer to raise an issue after the event.

If you have a concern or complaint you’d like to bring to our attention, you can contact us:

Email us
Post: Procare, Room 67 Haslemere Hospital, Church Lane, Haslemere, Surrey GU27 2BJ

We will:

• Acknowledge your email within xx working days
• Offer a discussion (by phone or face-to-face)
• Respond to all formal complaints within xx working days, or as soon as the investigation is complete. If there are delays, we’ll keep you informed with expected timescales.
  
  

Complaints should normally be made within xx months of the issue or of becoming aware of it. This timeframe can be extended if there is a valid reason and it’s still possible to investigate fully.

You can also raise a complaint with Surrey Heartlands Integrated Care Board (ICB) — the primary care commissioners for Guildford and Waverley.