If you have a complaint, concern or compliment about the experience you’ve had at Sutherland Lodge Surgery, or about one of the team at this centre then we want to know about it.
How to leave general feedback
You can let us know of your feedback in writing, over the telephone or by email.
e: Email Virgin Care Customer Experience
t: 0300 303 9509
a: Virgin Care Customer Experience, Farnham Hospital, Hale Road, Farnham GU9 9QL
How to make a complaint
Initially you should try to speak to a member of the team caring for you. In many cases, it will be possible for them to sort out the problem straight away. Please contact the surgery on 01245 351 351.
You can tell us about your concern or complaint in writing, in person, over the telephone or by email.
If you prefer to talk to someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Virgin Care Customer Services Team instead by calling 0300 303 9509* or writing to Customer Services Team, Englefield Green Health Centre, Bond Street, Surrey TW20 0PF.
Other organisations you can contact
If you’d prefer, you can also complain to our commissioner for this service: NHS England. You can write to NHS England, PO Box 16738, Redditch, B97 9PT or call 0300 311 22 33*.
There are also various other organisations that can help you with your concern or complaint including Healthwatch and local advocacy services. Please call the Customer Services Team on 0300 303 9509* if you would like more information and details of how to contact these organisations.
Parliamentary and health service ombudsman
If you remain unhappy with our final response, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. However, they will only consider your case if it has been investigated thoroughly by the service provider. You should do this within twelve months of your complaint to us.
Parliamentary and Health Service Ombudsman
Millbank Tower Millbank
London SW1P 4QP
Telephone: 0345 015 4033
*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.