Patient Experience

Received great care from our team or could we have done better for you or your family? Hearing from our patients, their families, and carers is vital to improving our services.

Your feedback is of great value when it comes to helping us to improve our services. Our Same Day Care services offer a patient experience survey, via the link below.

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Get in touch

If you are unhappy with the care either you or someone you care for has received, we would value your feedback. To make a comment or complaint about NHUC or any of the services we provide please use the form on this page. We will look into any issue that you raise and get in touch with you.

Alternatively, you can get in touch by emailing, writing to us or by contacting one of our team by phone: NHUC Complaints, The Meads Business Centre, 19 Kingsmead, Farnborough, Hampshire, GU14 7SR

Email: frimleyicb.nhuccomplaints@nhs.net

No access to clinical services via this number.
Please call 111 for access to our services.
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Complaints process

We hope most problems can be sorted out quickly and easily. It is helpful to let us know of your complaint as soon as possible; this gives us the best chance of resolving the issues you raise immediately.

However, we understand that sometimes it may not be possible to do this. Please let us have the details of your complaint:

  • Within 12 months of the incident or
  • Within 12 months from the time you became aware of the problem

NHUC’s Complaints Policy is in line with the NHS Complaints Regulations (2009).

Step One

Follow the guidance above on how to make a complaint

Step Two

Your complaint will be acknowledged within three working days. As part of this, your preference on how you would like to take the complaint forward will be discussed. We will agree a timescale and how you wish to be involved in the process including our response to you.

Step Three

We will investigate the complaint and keep you informed of progress.

Step Four

Response and resolution. We will share with you in our response what happened and what went wrong, offer an apology and identify learning and actions to improve. It may be helpful as part of this to offer a discussion with those involved or with one of our team.

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Complaining on behalf of someone else

If you are complaining on behalf of someone else, we will need to confirm that you have their permission to do so.

This will be required in writing unless they are unable to do so or if they are a child. We will only be able to share information specific to the issues raised in the complaint.

After making a complaint

If you remain unhappy with our response following the conclusion of the complaints process, you may request an external review from the Parliamentary and Health Service Ombudsman (PHSO):
https://www.ombudsman.org.uk/

0345 015 4033

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Make a Complaint

Please note that this should not be used for access to health advice.
If you are feeling ill please contact your GP surgery if they are open or call 111 if you wish to access help out of hours.

Please note an asterisk (*) denotes a required field.

"*" indicates required fields

The Independent Complaints Advocacy Service

You may wish to have support in dealing with your complaint and seek the services of the Independent Complaints Advocacy Service – The Advocacy People.

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