Comments, Compliments and Complaints

Ball Tree Surgery aims to give a friendly and professional service to all our patients.

We value your comments, compliment and complaints. We have an open door, no blame learning culture policy with the teams here and a being open policy for our interactions with patients.

We take on board all the feedback that we receive on paper or digitally through our website. We have an ongoing detailed survey available throughout the year as well as a chance to tell your patient story, or take part in the National Friends and Family Survey or you can use our online suggestions box for your ideas. Please see the 'Have your say' part of our website.

Sometimes however we understand that things may not run as smoothly as we would wish. If you have any concerns about any aspect of our service, please let us know straight away as we need to know where we are able to make improvements.

Please note that it does not help us to help you if we experience confrontational behaviour and rudeness. Please treat our teams with respect. Also, please be aware that there are limitations to the resources that we have here and manage your expectations about what may be possible for a small private GP practice vs a large NHS organisation.

In the first instance it is often most useful to speak with one our reception team who can support you and are able to resolve most questions or problems quickly and simply. You can also write to your Usual GP or to our practice manager Gerard Cronin.

You can hand a note to reception or our address is at the top of this web page.

If you would like to download a copy of our complaints process, you can find a file here [PDF] or it us at the end of our Surgery Leaflet

If, after contacting us, there is an issue that we are unable to resolve any complaints, issues and inquiries can be directed to

NHS Frimley complaints team via the contact details below:

South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY
Complaints phone number: 0300 561 0290
Complaints email address: frimleyicb.southeastcomplaints@nhs.net

NHS Choices provide useful information - click Feedback and complaints about the NHS in England

Complaint Procedure for GP Access Hubs

For information relating to raising a complaint relating to appointments at the GP Access Hubs please visit https://innovationsinprimarycare.com/complaints-procedure/

Other Local Contacts

Healthwatch

Healthwatch is the name of the consumer champion for health and social care. At a local level, Healthwatch works to help people get the best out of their health and social care services, providing them with advice and information on local services. In West Sussex they also deliver the Independent Health Complaints Advocacy Service (IHCAS).

‘Advocacy is taking action to support people to say what they want, secure their rights, pursue their interests and obtain services they need. Advocacy providers and Advocates work in partnership with the people they support and take their side, promoting social inclusion, equality and social justice’ (The Advocacy Charter)

You can contact Healthwatch West Sussex IHCAS

by phoning 0300 012 0122 or by email: ihcas@healthwatchwestsussex.co.uk

Healthwatch also has a range of very useful self-help guides and information.

IHCAS - Independent Health Complaints Advocacy Service

Contact:

Telephone: 0300 012 0122

Email: helpdesk@healthwatchwestsussex.co.uk

Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW