Feedback, Compliments and Complaints

We are continually looking to improve our services. Therefore, your feedback, both positive and negative, is always welcomed.

Surgery Feedback Form

Your feedback helps us understand what is working well and less well for our patients, their families and carers. We use this feedback to review the way we do things and to change them if necessary. Compliments are also shared with the staff involved and used as examples of good practice for the wider team.

To tell us about your experience, please fill in our Surgery Feedback Form. You can do this anonymously if you wish. If you would like a response, please include your name and an email address or phone number. We will then review your feedback and get back to you with an update within 5 working days. Please be assured that any information you provide will be dealt with in the strictest of confidence. Alternatively, if you would prefer, please call or visit the surgery to discuss your feedback.

There's a different way to make a formal complaint. Please see section below.

Fill in our Surgery Feedback Form

Website Feedback

Working with NHS Surrey Heartlands we have recently launched our new surgery website. It has been designed to give an easier and more accessible website experience for patients. However, we acknowledge there are still some issues, and we are working on resolving these and making further improvements. If you have any comments or queries about any aspect of the website, please contact the Primary Care Digital Team at NHS Surrey Heartlands.

Important note: Please do not share any personal, medical information via this form, it is for website feedback only.

Get in touch by email:

syheartlandsicb.digitalfirst@nhs.net

Join our Patient Participation Group

Our Patient Participation Group allows patients to get involved in what we do in the surgery.

Join our Patient Participation Group

Formal Complaints

We take all feedback very seriously. If you do have an issue or concern about the care or the experience you have had that we have not been able to resolve through other means, you may wish to make a formal complaint. This will then start a formal investigation process by our surgery.

If you require assistance in raising a complaint, the Independent Health Complaints Advocacy Service can provide free, confidential, and independent support to help you to make a complaint about an NHS service. It is provided by Healthwatch Surrey in partnership with SILC (Surrey Independent Living Charity).

You can contact the team via:

Make a formal complaint