Suggestions, Comments & Complaints

At Horizon Healthcare we aim to provide an excellent service.  When you receive a good service from us we would be delighted to hear from you, so please use our website to let us know.  We always pass individual praise about a particular member of admin or the Clinical Team to them, as we feel it is important, particularly when they go above and beyond.

However, if you have a complaint or concern about the service we also want to hear from you. Please be assured that all complaints and concerns are taken very seriously and are part of our quality improvement process.

You can complain by in the following ways

  • Via our website by filling in our feedback form
  • By email
  • By calling our phone hub to leave a message for the Complaints Manager
  • We are currently not accepting paper copies of complaints whether handwritten or printed at the front desk and would ask you to post them or pop them in the letter box at the front of the building.

We would wish the matter to be settled as quickly, and as amicably, as possible. Complaints should be directed to the Complaints Manager.

If you wish to complain on behalf of someone else, we will currently need verbal / written permission from that person. We cannot process a complaint until we have authorisation from a patient with capacity.

If you feel you would like to move forward with a complaint please ensure that you give us enough detail about the incident, act or omission plus details of who or what the complaint is about. If you have dates and times this also helps us investigate more thoroughly. We will acknowledge receipt of your complaint within 3 working days and aim to have looked into your complaint within 40 working days or advise you of why it may take longer (e.g. the staff member is on leave, off sick, self isolating or other issues).

It may be that you do not want to complaint, but make a comment or suggestion. As the patient, we always value constructive criticism and useful suggestions. We use these to improve the patient experience for all of our patients.

You can rate your experience at Horizon Healthcare online.

Alternatively you can make a complaint via NHS England.

By post:
NHS England,
PO Box 16738,
B97 9PT

By email: marking this “for the attention of the complaints manager” in the subject line

By phone:0300 311 22 33

The Health Service Ombudsman

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Go to the website for more information.