Patient & client feedback under NHS Complaint Procedure (2009)
2
3 YTD · 1 PHSO
1
Lower-tier feedback
3
Recorded YTD
27d
Target ≤25 working days
Outstanding care during cardiac event at km38 — written letter of thanks via the event organiser. "Dignified, calm, and professional. They almost certainly saved my life."
Surrey Hills Gran Fondo 2026
Staff named: James Harrison, Amelia Foster
Outcome
Card forwarded to crew. Letter logged on personnel files for next appraisal.
Received
2026-05-04
Dissatisfaction with manner of attending crew member and feeling "dismissed" during minor injury assessment. Patient subsequently attended A&E with stable ankle sprain.
AFC Guildford vs Woking FC
Staff named: Tom Briggs
Received
2026-05-02
ACK 2026-05-04
25d turnaround
Client commendation for medical lead Daniel Okafor — proactive, professional liaison with welfare team.
Hawkfest Music Festival
Outcome
Recorded; informs renewal pricing for 2027.
Received
2026-04-28
Concern re: communication delay during multi-agency handover at scene of RTC. Police LO felt scene-coordinator role was unclear.
Outcome
Joint debrief facilitated with Surrey Police LO. JESIP prompts updated; scene-cdr badge introduced.
Received
2026-04-18
ACK 2026-04-19
RESP 2026-04-30
12d turnaround
Thank-you card from family of paediatric cardiac arrest patient at Reigate. Confirmed positive PICU outcome.
Staff named: Sarah Mitchell, James Harrison, Daniel Okafor
Outcome
Shared with crew at debrief. TRiM offered.
Received
2026-04-15
Patient unhappy with discharge advice given following minor head injury. Felt insufficient written information was provided.
Outcome
Acknowledgement of insufficient written information. Issued head-injury advice card to crew packs. Patient apology letter sent.
Received
2026-03-12
ACK 2026-03-13
RESP 2026-04-08
27d turnaround
Family disputes clinical decision-making in non-conveyance case. Stage-one complaint not upheld; escalated to Parliamentary & Health Service Ombudsman by complainant.
Outcome
PHSO acknowledgement received 14 Feb 2026. Awaiting determination.
Received
2025-12-10
ACK 2025-12-11
RESP 2026-01-22
43d turnaround