Concerns and Complaints
We welcome your service reviews, comments and suggestions to help us improve our services.
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.
Email us: procare.info.procare@nhs.net
Call us: 01483 361 720
Write to us:
Procare, Room 67 Haslemere Hospital, Church Lane, Haslemere, Surrey GU27 2BJ
We will:
Respond to all formal complaints as soon as possible.
If there are delays, we’ll keep you informed with expected timescales.
You should make your complaint as soon as possible after the action you want to complain about. The NHS has a time limit for complaints. Normally, you must make your complaint:
- within six months of the event you want to complain about
- within six months of finding out that you have a reason to complain – but no longer than 12 months after the event.
You have a right to lodge a complaint with the supervisory authority, the Information Commissioner’s Office (ICO). Should you have a concern about Procare information rights practices you should first contact our Data Protection Administrator.
Should you remain dissatisfied you can find details of how to contact the Information Commissioner’s Office.
You can also raise a complaint with Surrey Heartlands Integrated Care Board (ICB) — the primary care commissioners for Guildford and Waverley.