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
- Alternative: Speak to any member of staff (we will document this for you)
- Email: Send a detailed description of your complaint to ddicb.horizon.healthcare@nhs.net
If you are complaining on behalf of someone else, we will require their consent (where they have capacity).
You should normally make your complaint within 12 months of the incident or becoming aware of the issue.
Your complaint will be handled confidentially and will not affect your care or treatment.
What Happens Next
- We will acknowledge your complaint within 3 working days
- We aim to investigate and respond within 40 working days
- We will keep you updated if there are any delays
We will also use complaints as an opportunity to learn and improve our services.
Other Ways to Complain
You can raise your complaint directly with us or via:
- NHS Derby and Derbyshire Integrated Care Board (ICB)
- Parliamentary and Health Service Ombudsman (if you remain dissatisfied)
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
Learning from Complaints
We value feedback and use complaints as an opportunity to improve our services. Below are examples of changes we have made as a result of patient feedback:
- We have updated and are continuing to maintain staff names on our website to improve transparency and help patients identify the right team member.
We will continue to review feedback and make improvements to ensure our services meet the needs of our patients.