A guide to making comments and complaints

We aim to provide a caring, high quality service and are always pleased to receive feedback from you, your family or friends. If you are happy with your own experience, we would like to hear from you – this helps us to know when we get it right. But more importantly, we need to know when we have not met your expectations. When this happens we want to respond to complaints swiftly and will take every opportunity to put things right.

Making complaints

A complaint to us is communication from you that requires an investigation and a formal response. If you are dissatisfied with our facilities, service or any aspect of the care provided by Horder Healthcare, please let us know as soon as possible. Please feel free to approach the staff who have been caring for you, if you have any concerns they can often be corrected straight away.

Our staff will endeavour to resolve any minor issues and concerns immediately to your satisfaction. Otherwise, the Hospital/Operations Manager, Matron or a senior member of staff will be happy to help. If you are not completely satisfied with the attempt from staff, you can put your complaint in writing. We will always deal with complaints in complete confidence, investigate impartially and give you a clear and complete explanation.

It is recommended that you complain within 6 months of the event or the matter coming to your attention. The independent external adjudicators (at Stage 3) have the right to refuse a complaint where the likelihood of conducting an effective review is unrealistic. However, the time limit can be altered if there is a reasonable explanation and we would inform the external adjudicators of this.

There are three stages to Horder Healthcare's formal complaints process:

Our locations

From The Horder Centre, our specialist hospital in Crowborough, and physiotherapy clinics in Eastbourne and Seaford, we provide orthopaedic surgery and musculoskeletal services. Our hospital in East Grinstead, The McIndoe Centre, offers patients the very best plastic, reconstructive and orthopaedic surgery and ophthalmic, maxillofacial and vein treatment.