Listening to You
A guide to making comments and complaints
We aim to provide a caring,
If you are dissatisfied with our facilities, service or any aspect of the care provided by Horder Healthcare, please let us know as soon as possible. We will investigate the situation so that we can explain, apologise and take corrective action where necessary.
We have developed a complaints process which, we hope, is easy for you to follow. If you would like to make general comments on this, please feel free to do so. Please let a member of staff know as soon as you have a problem, it can often be sorted out straight away.
Please feel free to approach the staff who have been caring for you. They will endeavour to resolve any minor issues and concerns immediately to your satisfaction. Otherwise, Matron or a senior member of staff will be happy to help.
If you are not completely satisfied you can put your complaint in writing. We will always deal with complaints in complete confidence, investigate impartially and give you a clear and complete explanation.
There are three stages
to Horder Healthcare’s formal complaints process:
If you wish to make a formal complaint, please contact the Clinical Governance Manager in writing giving as much information as possible. If you wish for a representative to complain on your behalf, we will seek your consent to communicate with them to ensure your confidentiality.
If you need someone to assist you through this process, a senior manager or a nominated person will be pleased to assist you.
Letters should be addressed to:
Clinical Governance Manager
The Horder Centre
St Johns Road
East Sussex TN6 1XP
We will send a written acknowledgement within 2 working days of receiving your complaint. We will then provide a detailed, written response as promptly as we can – usually within 20 working days of receipt of the complaint.
If you are unhappy with the response from the Clinical Governance Manager, you can take your complaint to the Director of Clinical Services of Horder Healthcare. The letter from the Clinical Governance Manager will explain what to do and where to send your correspondence.
The Director of Clinical Services will review your complaint and either confirm the decisions and actions taken by the Clinical Governance Manager or reach an alternative decision to help resolve the matter.
Again you can expect:
A written acknowledgement of your complaint within 2 working days of its receipt.
A detailed written response within 20 working days of receipt of the complaint. The reply letter will include commentary stating whether or not the complaint has been upheld and will provide emphasis on changes to improve service as a result of the complaint.
If for any reason it has not been possible to complete the investigation within this timeframe, you will receive a letter giving you the reasons
If you remain dissatisfied with the outcome of the review by the Director of Clinical Services, you have the right to request an independent external adjudication of the complaint.
This can be done by contacting one of the following within 25 working days of receiving the Director of Clinical Services’ final letter.
For NHS patients:
Parliamentary and Health Service Ombudsman
London, SW1P 4QP
Tel: 0345 015 4033
For private patients:
Independent Healthcare Advisory Service - ISCAS
c/o CEDR – Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London, EC4Y 1EU