Complaints Procedure
At Horizon Healthcare, we aim to resolve concerns promptly and fairly. If you’re unhappy with our service, please follow these steps:
How to Raise a Complaint
- Speak to a senior team member
Many issues can be resolved informally at practice level. - Formal complaint submission
- Preferred method: In writing to our Complaints Manager
- Alternative: Verbally to any staff member (they will document it for you)
For complaints on behalf of someone else:
We require the patient’s verbal/written consent (if they have capacity).
Independent Support Services
If you need help making your complaint, these organisations offer free advocacy:
POhWER
Independent Complaints Advocacy Service
🌐 www.pohwer.net
HealthWatch Derby
While we encourage using our procedure first, you may contact:
📫 The Council House, Corporation Street, Derby DE1 2FS
📞 01332 643 988
Care Quality Commission (CQC)
For concerns about meeting fundamental standards:
📞 03000 616 161
📫 CQC National Customer Service Centre, Citygate, Newcastle Upon Tyne NE1 4PA
🌐 www.cqc.org.uk
Parliamentary & Health Service Ombudsman
If unresolved after following all steps:
🌐 www.ombudsman.org.uk
Our Process
Outcome shared in your preferred format
Acknowledged within 3 working days
Investigated within 40 working days (we’ll explain any delays)