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Keep the kids active this summer with the 10 Minute Shake Up16/07/2015 13:00Top Level Parent FolderYesArticle Page
  
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Prevent hepatitis: It’s up to you28/07/2015 11:00Top Level Parent FolderNoArticle Page
  
Think before going to A&E this summer29/07/2015 11:00Top Level Parent FolderNoArticle Page
  
Local doctors support breastfeeding week30/07/2015 09:00Top Level Parent FolderNoArticle Page
  
New scheme gives East Surrey residents with mental health concerns freedom to book own NHS treatments19/08/2015 10:00Top Level Parent FolderNoArticle Page
  
August bank holiday pharmacy opening times in East Surrey24/08/2015 11:00Top Level Parent FolderNoArticle Page
  
NHS East Surrey Clinical Commissioning Group Annual General Meeting26/08/2015 14:00Top Level Parent FolderNoArticle Page
  
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Residents from across Surrey asked to give their views on stroke services10/09/2015 15:00Top Level Parent FolderNoArticle Page
  
East Surrey CCG AGM24/09/2015 13:00Top Level Parent FolderNoArticle Page
  
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Community health services for the future – we want to hear your views11/11/2015 13:00Top Level Parent FolderNoArticle Page
  
HSJ recognises outstanding commitment to carers25/11/2015 12:00Top Level Parent FolderNoArticle Page
  
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Carers07/01/2016 15:00Top Level Parent FolderYesArticle Page
  
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Local GPs get to the heart of the matter for National Heart Month01/02/2016 13:00Top Level Parent FolderNoArticle Page
  
Surrey Child and Adolescent Mental Health Whole System Transformation Plan02/02/2016 10:00Top Level Parent FolderYesArticle Page
  
Mental Health and Learning Disability - Useful numbers02/02/2016 10:00Top Level Parent FolderYesArticle Page
  
Planned industrial action by junior doctors, Wednesday 10th February09/02/2016 15:00Top Level Parent FolderNoArticle Page
  
Advice for patients in East Surrey24/02/2016 10:00Top Level Parent FolderNoArticle Page
  
Blood in pee could be a sign of bladder or kidney cancer04/03/2016 10:00Top Level Parent FolderNoArticle Page
  
Planned industrial action by junior doctors, Wednesday 9th to Friday 11th March08/03/2016 11:00Top Level Parent FolderNoArticle Page
  
One You campaign encourages East Surrey residents to take action10/03/2016 14:00Top Level Parent FolderNoArticle Page
  
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Rant 'n' Rave 23 May 201620/04/2016 12:00Top Level Parent FolderYesArticle Page
  
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A Safe Haven in East Surrey28/04/2016 12:00Top Level Parent FolderNoArticle Page
  
Redhill Safe Haven28/04/2016 13:00Top Level Parent FolderYesArticle Page
  
Guide to NHS services this May bank holiday29/04/2016 13:00Top Level Parent FolderNoArticle Page
  
​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​How we use your information​​​05/05/2016 12:55Top Level Parent FolderYesArticle Page
  
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Eye health14/06/2016 14:00Top Level Parent FolderYesArticle Page
  
New mental health services for children and young people15/06/2016 11:00Top Level Parent FolderNoArticle Page
  
Change4Life 10 Minute Shake Up07/07/2016 15:00Top Level Parent FolderNoArticle Page
  
Summer health advice – get prepared14/07/2016 11:00Top Level Parent FolderNoArticle Page
  
Message from Dr Elango Vijaykumar, chair of NHS East Surrey CCG21/07/2016 10:00Top Level Parent FolderNoArticle Page
  
From our Accountable Officer Elaine Jackson21/07/2016 11:00Top Level Parent FolderNoArticle Page
  
Continuing Healthcare Advisory Group being launched in Surrey23/08/2016 16:00Top Level Parent FolderYesArticle Page
  
Surrey Joint Dementia Strategy23/08/2016 17:00Top Level Parent FolderYesArticle Page
  
Get prepared for August bank holiday26/08/2016 16:00Top Level Parent FolderNoArticle Page
  
Macmillan Mobile Information and Support Service visiting Redhill22/09/2016 11:00Top Level Parent FolderNoArticle Page
  
Another year is another chance for East Surrey smokers to kick the habit!30/09/2016 17:00Top Level Parent FolderYesArticle Page
  
GP's in East Surrey are supporting World Arthritis Day05/10/2016 16:00Top Level Parent FolderYesArticle Page
  
Thinkuknow - the education programme from the National Crime Agency’s CEOP Command13/10/2016 10:00Top Level Parent FolderYesArticle Page
  
Support men’s health this Movember02/11/2016 13:00Top Level Parent FolderYesArticle Page
  
Ask Your Pharmacist Week 201608/11/2016 15:00Top Level Parent FolderYesArticle Page
  
Sussex and East Surrey Sustainability and Transformation Plan25/11/2016 15:00Top Level Parent FolderYesArticle Page
  
Appointment of new External Auditors29/11/2016 15:00Top Level Parent FolderYesArticle Page
  
Get ready for Christmas and New Year!07/12/2016 17:00Top Level Parent FolderYesArticle Page
  
Think before going to A&E this winter13/12/2016 16:00Top Level Parent FolderYesArticle Page
  
Christmas Survival Guide22/12/2016 16:00Top Level Parent FolderYesArticle Page
  
Local NHS services Christmas and New Year opening hours23/12/2016 16:00Top Level Parent FolderYesArticle Page
  
Need a New Year’s Resolution? Dry January!01/01/2017 15:00Top Level Parent FolderYesArticle Page
  
Advice for patients in East Surrey10/01/2017 16:00Top Level Parent FolderYesArticle Page
  
It’s icy! Get the right urgent care for slips, trips and falls17/01/2017 16:00Top Level Parent FolderYesArticle Page
  
Over half a million people get free flu vaccine but thousands still at risk in Surrey and Sussex20/01/2017 12:00Top Level Parent FolderYesArticle Page
  
Don’t let inherited heart disease break your heart20/01/2017 15:00Top Level Parent FolderYesArticle Page
  
Young Carers Awareness Day recognises the 14,000 young carers in Surrey24/01/2017 18:00Top Level Parent FolderYesArticle Page
  
Surrey and Sussex GP patients benefiting from the online revolution26/01/2017 17:00Top Level Parent FolderYesArticle Page
  
Have your say! Domestic abuse24/03/2017 09:00Top Level Parent FolderYesArticle Page
  
Keeping your child safe24/03/2017 10:00Top Level Parent FolderYesArticle Page
  
May Day bank holiday pharmacy opening times28/04/2017 13:00Top Level Parent FolderYesArticle Page
  
Care for someone with a learning disability?03/05/2017 15:00Top Level Parent FolderYesArticle Page
  
Care for someone with a learning disability?03/05/2017 16:00Top Level Parent FolderYesArticle Page
  
Be Clear on Cancer Respiratory Symptoms Campaign17/05/2017 15:00Top Level Parent FolderYesArticle Page
  
Living well with NHS East Surrey Clinical Commissioning Group09/06/2017 10:00Top Level Parent FolderYesArticle Page
  
One You Smokefree Homes Quiz – please help promote14/06/2017 16:00Top Level Parent FolderYesArticle Page
  
Horley Carnival Saturday 17 June 201716/06/2017 11:00Top Level Parent FolderYesArticle Page

​​​​​​​​​​What to do when th​ings aren’t right

​​

​We hope you will have a really good experience of healthcare in East Surrey, but we know that sometimes things can go wrong. If this is happens, we want to make sure that you know what you can do.

If you have an issue or situation that needs resolving, before you get in touch with us, try talking to your GP, nurse or the health professional treating you first. Often many problems can be resolved quickly and locally this way. The most important thing is to try and put things right as quickly as possible.

PALS

If you have tried to raise your concerns directly with your healthcare professional or service and the situation has not improved or, for whatever reason, you do not feel able to talk to them directly then PALS (Patient Advice and Liaison Service) can help. A problem shared is a problem sorted! That's the approach our PALS take. As well as sign-posting people to local services, they can help to resolve issues quickly and report any opportunities to improve services directly back to East Surrey Clinical Commissioning Group.

Want to contact ​PALS?

Patient Advice & Liaison Service (PALS) and Complaints Team

Tel: 01883 772800

It's a Monday-Friday, 9-5 service but you can leave a message anytime on the dedicated PALS line 01883 772817
​ or text 07827253111.

You can also email Carol Rowley Patient Experience and Stakeholder Engagement Lead at carol.rowley4@nhs.net or write to

East Surrey Clinical Commissioning Group
The Council Offices
8 Station Road East
Oxted
Surrey RH8 0BT​

Wha​​​t if I’m still not satisfied?

You have the right to make a formal complaint. You can complain for yourself or on behalf of someone else, but if you complain for a friend or relative you must have their consent to do so. It is always best to make your complaint as soon as possible. Complaints should usually be made within 12 months of the incident.

Who should I compl​ain to?

That will depend on the service you wish to complain about and which organisation runs that service.

Policy and funding decisions

If you feel you need to make a complaint about a policy or funding decision, you should contact;
East Surrey Clinical Commissioning Group Complaints Team
The Council Offices
8 Station Road East
Oxted

Surrey RH8 0BT

Tel: 01883 772 817 

Email: carol.rowley4@nhs.net  ​

GPs​, dentists, pharmacists and opticians

GPs, dentists, pharmacists and opticians have their own complaints procedures so it’s best to discuss any concerns you have directly with the practice first. You can either ask for a meeting or write to the Practice Manager or Senior Partner and ask them to investigate your complaint. Alternatively you can contact the NHS England on 0300 311 2233.

Community S​​ervices

If your complaint is regarding a service such as community nursing, therapy services or a community hospital please contact:
Philip Greenhill, Managing Director
First Community Health & Care CIC
2nd Floor
Forum House
41-51 Brighton Road
Redhill
RH1 6YS
To email: fchcenquiries@firstcommunitysurrey-cic.nhs.uk
Alternatively, please phone 01737 775450​

​Hospital, mental health or ambulance trusts

If your complaint relates to a service provided by one of these organisations you will need to contact the trust directly. All local hospitals, mental health and ambulance services have their own complaints procedures and, in most cases, their own PALS service too. They can help you with any problems that have arisen and can help with any complaints relating to their services.
If you are not satisfied with the response to your complaint, you can ask for a further explanation or you may be offered other options such as independent conciliation.

If, after this, you still feel your concerns have not been resolved, you can ask the Health Service Ombudsman to review your case. You will need to do this within a year of making your complaint. You can telephone the Ombudsman’s office on 0345 015 4033 or write to:
Parliamentary and Health Service Ombudsman
11th Floor
Millbank Tower
Millbank
London
SW1P 4QP
You can also see www.ombudsman.org.uk for more details.

Worried about making a co​mplaint?

No-one should be discriminated against because they have made a complaint. It’s much more important that the NHS h​ear when things haven’t gone well and learn lessons from your experience.

Independent Complaints Advocacy Se​rvice

From 1st April 2015, these services will be delivered by Healthwatch Surrey with their new partner Advocacy in Surrey. 

Advocacy in Surrey is managed by Surrey Disabled People's Partnership (SDPP). The organisation runs a wide range of county wide advocacy services and work in partnership with other advocacy providers to ensure that individuals have the access to the right advocacy service for their needs.

Contacting the NHS Complaints Advocacy Service in Surrey
Telephone: 0300 030 7333
Website: www.nhscomplaintssurrey.co.uk
Emailadvocacy@healthwatchsurrey.co.uk
Text (SMS): 07561 392818​

To find out more click on the link below

http://www.healthwatchsurrey.co.uk/nhs-complaints-advocacy