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 the links below 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.
Giving feedback
To provide feedback:
Leave a Google Review
Leave an NHS Review
Take part in the Friends and Family Test
fill out a feedback form
calling our phone hub to leave a message for the complaints manager
write to us 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.
Alternatively you can make a complaint via the Derby and Derbyshire ICB (Integrated care board).
By post
Derby and Derbyshire ICB
The Council House
First Floor
Corporation Street
Derby
DE1 2FS
Phone
01332 981601
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 www.ombudsman.org.uk for more information.