Complaints & Feedback

Complaints and Feedback

At Salus Medical Services, we aim to provide the highest standard of care and service to all our patients.
We welcome feedback — both positive and constructive — as it helps us learn, improve, and continue delivering safe, compassionate, and responsive care.

How to Raise a Concern or Make a Complaint

We hope that most problems can be resolved quickly and informally at the time they arise. Please speak with a member of our team as soon as possible if you have any concerns — we will do our best to put things right immediately.

If you wish to make a formal complaint, please do so as soon as possible — ideally within a few days of the issue. This helps us to investigate the matter more effectively.

If that is not possible, please submit your complaint within 12 monthsof the incident or of becoming aware of the problem.

How to Contact Us

Please send your written complaint to:

The Complaints Manager
Salus Medical Services
📧 salusmedical.enquiries@nhs.net
📮 Level 4, Aldershot Centre for Health, Hospital Hill, Aldershot, GU11 1AY

Please include as much detail as possible, such as dates, names, and a brief summary of your concern.

If you prefer not to contact us directly, you can make a complaint to NHS England:

• 📞 0300 311 22 33

• 📧 england.contactus@nhs.net

• 📮 NHS England, PO Box 16738, Redditch, B97 9PT

Complaining on Behalf of Someone Else

We take confidentiality very seriously.

If you are making a complaint on behalf of another person, we will need their written consentbefore we can discuss any details with you.

A Third-Party Consent Formis available on request.

What Happens Next

Once we receive your complaint:

• We will acknowledge receipt within 3 working days.

• We aim to fully investigate and respond within 30 working days.

• If we need more time, we will explain why and let you know when to expect a full response.

During our investigation, we will:

• Look into the circumstances in detail.

• Offer you the opportunity to discuss your concerns with those involved, if appropriate.

• Provide an explanation or apology where something has gone wrong.

• Identify actions or learning to help prevent similar issues in the future.

At the end of the process, you will receive a final written responseoutlining our findings and any steps we have taken.

If You’re Not Satisfied

If you remain unhappy after our response, you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO):

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
📞 0345 015 4033
🌐 www.ombudsman.org.uk

We Value Your Feedback

Every piece of feedback helps us improve the care we provide.

If you’d like to share a comment, compliment, or suggestion (not a formal complaint), please email salusmedical.enquiries@nhs.net or speak to a member of our team.