Complaints Procedure


Ridgley Road, Chiddingfold, Godalming, Surrey. GU8 4QP Tel: 01428 683174

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.





Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem,

provided that is within 12 months of the incident.

Lyn McLoughlin or Amanda Howell will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:


In person – ask to speak to Lyn McLoughlin or in her absence Amanda Howell

In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of Lyn McLoughlin or Amanda Howell.


What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim
to have looked into your complaint within 25 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where appropriate
  • identify what we can do to make sure the problem doesn’t

happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.



Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.




What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect your right to approach the following organisations if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint:

  1. Complaints about your GP practice should be directed to: NHS England Surrey & Sussex Area Team via email england.contactus@nhs.net or by telephone on 0300 311 2233.
  2. If you complaint is about services such as hospital care, out of hours services, community services such as district nursing etc contact: Guildford and Waverley CCG via email gwccg.complaints@nhs.net or by telephone on 01483 405450.

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints. This is an independent body which is free for everyone to use.

You can contact them by visiting www.ombudsman.org.uk/ make-a-complaint, via email on phso.enquiries@ombudsman.org.uk or by telephone on 0345 015 4033.



Help us get it right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better

Updated: Feb 16



Chiddingfold Surgery complies with the Data Protection and Access to Medical Records legislation.
Identifiable information about you will only be shared with others in the following circumstances: 
  • To provide further medical treatment for you e.g., from district nurses and hospital services.
  • When we have a duty to others e.g., in child protection cases. Anonymised patient information will also be used at local and national level to help the health board and government plan services e.g., for diabetic care.
    If you do not wish anonymised information to be used about you in such a way, please let us know.
    Reception and administrative staff require access to your medical records in order to do their jobs.
    These members of staff are bound by the same rules of confidentiality as the medical staff

Chaperone Policy

Chiddingfold Surgery Policy On Chaperoning

Chiddingfold Surgery is committed to providing a comfortable, professional environment where the safety of patients and staff is of paramount importance.

We understand that patients may sometimes feel apprehensive regarding physical examinations, particularly when these are of in intimate nature.  It is very important to us that our patients are safe, and experience as little distress or discomfort as possible.

Equally health professionals are at a potential risk of their actions being misconstrued or misrepresented if they conduct examinations where no third party is present. Clinicians have a professional responsibility to minimise the risk of false accusations of inappropriate behaviour.

For these reasons, staff at Chiddingfold Surgery work within the following guidance;

•   If an intimate examination is required, your clinician will discuss this with you. They will explain why the examination is necessary and give you an opportunity to ask questions.

•   A chaperone will be offered routinely for all intimate examinations (or examinations that may be construed as such).

•   If a chaperone is declined the doctor will record this in your medical notes.

•   The clinician will always obtain your consent before undertaking an examination, and will be prepared to stop the examination or procedure at any stage at your request.

•   When required chaperoning will be provided by trained members of our clinical and administrative staff. The clinician will record in your notes the name of the chaperone. The chaperone will stand inside the curtains, usually at the head of the couch and remain for the full duration of the examination.

•   The chaperone will record an entry in your notes at the end of the examination, recording that there were either no problems or giving details of any concerns arising.

•   If there is not a chaperone available, the examination will be rescheduled at a mutually convenient time, unless it is an emergency situation where the clinician may be required to use some discretion. This would always be discussed with you.

•   If a chaperone is declined, but the doctor feels that one is necessary the clinician may not be able to proceed with your examination on that day. It may be appropriate to reschedule, with another clinician.

•   We will endeavour to respect religious and cultural preferences, in relation to examination. Please inform us of anything that you feel is important to you in this regard.

•   Please be assured that all staff involved in your care at our surgery understand their responsibilities in relation to confidentiality (please see our practice policy regarding this).

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