We welcome your feedback about our services as this helps us to understand what we are doing well and where we can improve.
If you would like to give any feedback or send us a compliment, raise a concern, or make a formal complaint please get in touch using the Patient Experience team's contact details in the section below.
All feedback is confidential.
If you have had a positive experience and would like to say thank you to our staff, you can send us a compliment by emailing CSH.patientexperience@nhs.net or fchc.enquiries@nhs.net
You can also write to the Patient Experience Team at Dukes Court, Duke Street, Woking, Surrey, GU21 5BH.
You can raise a concern for yourself or on behalf of your child. If you complain on behalf of a friend or relative, you must have their consent to represent them.
Who should I discuss concerns with?
Concerns can often be resolved by speaking to the staff involved or asking to speak to their manager or the person in charge.
We encourage you to do this if you can, however, if you would prefer to discuss your concerns with someone outside of the service, please contact the Patient Experience team (contact details in the section below).
What if I would like to make a formal complaint?
Make your complaint as soon as possible and ideally within 12 months of the incident, detailing the concerns you have. You can telephone, email or write a letter. Don’t forget to provide us with your full name, address and contact number.
What information do we need?
Please provide as much information as possible about the issues you would like us to address. Please let us know how you would like your complaint to be resolved. For example, over the telephone, at a meeting or in writing, and the outcome you are hoping for.
How quickly will you respond to me?
Children and Family Health Surrey will contact you within three working days of receiving your complaint to let you know we have received it and that one or more of the service providers (CSH Surrey, First Community Health and Care, or Surrey and Borders Partnership NHS Foundation Trust) are looking into your concerns and will respond to you.
We aim to respond to concerns within 25 working days of receiving your complaint. However, if your complaint is complex it may take longer and we will discuss this with you.
What if I have further questions or concerns?
We hope the written response will answer your questions satisfactorily if it doesn't, please let us know and we will discuss with you further to ensure all your concerns are resolved.
Need help making a complaint?
If you live in Surrey and are unhappy with the NHS treatment you have received, 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).
- Telephone: 01483 310 500
- Text (SMS): 07704 265 377
- Email: nhsadvocacy@surreyilc.org.uk
- Website: SILC website
What to do if you feel your concerns have still not been resolved
If you feel your concerns or complaint have not been resolved or handled satisfactorily, you can ask the Parliamentary and Health Service Ombudsman to review your case. You should contact the Ombudsman within a year of raising your complaint.
You can contact the Parliamentary and Health Service Ombudsman by telephoning
0345 015 4033 or by visiting the Parliamentary and Health Service Ombudsman website.
Further information
Who will help me with my concerns?
In the first instance, please call the Patient Experience Team on 01483 362 900 or send an email to CSH.patientexperience@nhs.net or fchc.enquiries@nhs.net
You can also write to the Patient Experience Team at Dukes Court, Duke Street, Woking, Surrey, GU21 5BH.
The Patient Experience Team will forward your concern or complaint to the partner organisation responsible for that part of the Children and Family Health Surrey service.
CSH Surrey is the organisation that will investigate and respond to concerns about Children and Family Health services in west and mid Surrey (covering Banstead, Dorking, East and West Elmbridge, Guildford, Leatherhead, Runnymede, Spelthorne, Surrey Heath, Tattenham, Waverley and Woking), the Child Health Team, Continuing Care and the Special School Nursing Service.
First Community Health and Care is the organisation that will investigate and respond to concerns about Children and Family Health services in the east of Surrey (covering Redhill, Reigate, Merstham, Horley, Oxted, Caterham and Lingfield).
Surrey and Borders Partnership NHS Foundation Trust is the organisation that will investigate and respond to concerns about the emotional wellbeing and mental health services provided as part of Children and Family Health Surrey (the Developmental Paediatrician service and the Parent-Infant Mental Health Service or PIMHS).
Call 01483 362 900 or email CSH.patientexperience@nhs.net to receive our complaints information in large print, audio format or another language.
Contact details for all Children and Family Health Surrey services are available on the For Families pages of the Children and Family Health Surrey website.
You can also visit the Contact us page.
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