About Procare

Concerns and complaints

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You have the right to complain about any aspect of NHS care, treatment or service, including that provided by Procare.

We take all concerns and complaints extremely seriously, and will investigate thoroughly. We will ensure we respond quickly and communicate openly with you.


Many issues can be resolved quickly by speaking directly to the staff at the place you received treatment or accessed a service, and we welcome this direct approach. We understand that some people would find it easier to contact us after an issue has occurred.  If you have an issue you need to bring to our attention, please email us at info.procare@nhs.net, or write to us at Procare Health Limited, Haslemere District Hospital, Haslemere, Surrey GU27 2BJ.

We will acknowlege your email within three working days of receipt, and offer you the opportunity for a discussion, either face to face or by telephone, on the matter. 

We will respond to all formal complaints within 25 working days of receipt of the complaint, or as soon as the investigation is complete.  If we are unable to meet these timescales we will write to you to explain why and when we expect to provide you with a response.

Complaints should normally be made within 12 months of an incident, or of that incident coming to your attention.  This limit may be extended if there is good reason to do so, and if it is still possible to carry out a proper investigation.

A complaint can be made either directly to us, or to the Surrey Heartlands ICB, who are the primary care commissioners for the Guildford and Waverley area.  You can find more information on how they deal with complaints by clicking the button below:


 Surrey Heartlands ICB concerns and complaints