Compliments, Feedback and Complaints

Tell us how we did, or what we could do better.

At Sussex Community Dermatology Service, we are committed to providing high-quality dermatology care. We welcome your feedback at any time, whether you would like to share a compliment, make a suggestion or tell us where we could improve.

You do not need to wait until something goes wrong to contact us. Your views help us learn, improve and continue to provide the best possible care for our patients.

Email: patientfeedback.scds@nhs.net

Complaints

We aim to get things right, but we know that sometimes things may not go as planned. If you are unhappy with any part of your experience, please tell us. Complaints help us understand what has happened, put things right where we can and improve our services.

Our complaints process is open to patients, carers and representatives. It follows NHS England guidance and Care Quality Commission standards.

How to make a complaint

You can make a complaint in any of the following ways:

  • Verbally: Speak to a member of staff. We aim to resolve informal concerns immediately.
  • In writing: email patientfeedback.scds@nhs.net
  • By post:

Sussex Community Dermatology Service
Central Admin Office
51 Chesswood Road
Worthing
BN11 2AA

You can make a complaint on behalf of someone else. To protect their privacy, we will need their written consent before we can investigate the complaint.

Complaint timeframes

  • Please raise your complaint within 12 months of the event, or within 12 months of becoming aware of the issue.
  • We will acknowledge your complaint within 3 working days and tell you who is handling it.
  • We will carry out a fair and thorough investigation. This may include reviewing clinical records and speaking to relevant staff.
  • We aim to provide a full written response within 40 working days. If we need more time, we will let you know and provide a revised timescale.
  • Our response will explain our findings, any actions taken and any changes made as a result of your feedback.
  • If you are not satisfied with the outcome, we will explain how your concerns can be reviewed or escalated.

Escalating a complaint

If you are dissatisfied with our final response, you can contact the following organisations:

Your privacy

We treat all complaints confidentially and handle personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Only staff directly involved in handling your complaint will access the information needed to review and respond to your concerns. You can find our Privacy Policy at the bottom of the Sussex Community Dermatology Service homepage.