Complaints and Compliments


We are continually overwhelmed with the number of compliments we receive at Coachmans and really appreciate the time and effort our patients take to do this. It is a great morale booster to those who are on the receiving end as well as the team as a whole so please do keep them coming!


If you have a complaint or concern about the service you have received from the doctors or any staff working at the practice, please let us know. We operate a practice complaints procedure as part of a National Health system for dealing with complaints. Our aim is to try and give you the highest possible standard of service and we try to deal swiftly with any problems that may occur. Please follow this link for the practice complaints procedure. If you have any queries regarding the process you would like to discuss further, please contact the practice manager, Sarah Ruse on 01293 583320 or via email to


It is advised that where possible patients contact their Practice in the first instance. However, if you prefer not to talk to us you can take your complaint to NHS England either by email or telephone using the contact details as below:

Telephone: 0300 311 2233


Address: NHS England, PO Box 16738, Redditch, B97 9PT

Complaint or comment about hospital services

If you wish to make a complaint about an aspect of hospital care you or someone else has received, you can raise the matter with the hospital doctor or relevant member of staff at the time of event.

Alternatively, you can contact Healthwatch who are available to help resolve any immediate concerns.

If you make a complaint in writing, you should address your letter to the Chief Executive of the trust concerned. Each Trust has a Complaints Manager who can advise you about the procedure and the progress of your complaint.

A useful address is below:

Sussex Partnership NHS Trust

Sandea, Arundel Road

Worthing, West Sussex

BN13 3EP

Tel: 01903 843026

Chief Executive: Lisa Rodrigues


Ambulance Services

Should you have a complaint about emergency ambulance services or patient transport services, please contact:

South East Coast Ambulance Services NHS

Tel: 01273 484830


Complaints regarding East Surrey Hospital

Should you have a complaint regarding East Surrey Hospital, please contact:

Surrey & Sussex Health Care NHS Trust

Canada Avenue




Tel: 01737 768511


For free and independent help and advice on making a complaint, please contact:

ICHAS (Healthwatch Independent Health Complaints Advocacy Services)

The Billingshurst Centre, Roman Way,

Billingshurst, West Sussex, RH14 9QW

Tel: 0300 012 0122



Complaints regarding the OOH service

Should you have a complaint about the out of hours service, please contact NHS 111 directly on 01737 363866


Complaint or comment about Community Based Services

Inclusive of District Nurses, Health Visitors, Community equipment and services at local community hospitals.

Should you have a complaint about community based services, please write to the Chief Executive or Complaint Manager at:

Sussex Community NHS Trust

PALS & Complaints team

A2 Brighton General Hospital

Elm Grove, Brighton


They should acknowledge your letter within three working days of receipt and your complaint will be investigated by the appropriate manager.

It is important to raise your concern as soon as possible following an event about which you wish to complain. Under the NHS complaints procedure, complaints can usually only be investigated if made within 12 months of the event or 12 months of realising there is something to complain about.

There are certain complaints, which cannot be investigated under the NHS complaints procedure, which include complaints about private treatment and some events about which you are already taking legal action.

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