Contact Us
At Alphega Lite - Do not add branches we genuinely love to hear from you, whether regarding a good experience, a question, or something we can improve.
If you wish to make a complaint, please see the dedicated Complaints section below. We provide detailed information on how to make a formal complaint and how to escalate the complaint should you feel it is necessary.
We would also love to hear about the times when our hard working teams have gone above and beyond to care for you and your family. Please share your good stories with us and we will ensure that the team receives the praise they deserve! The contact information below can also be used for general enquiries. We will endeavour to contact you as soon as we can, but it may not be possible to reply immediately.
Phone: 020 3044 8969
Email: alphega@healthera.co.uk
Post: 43 Cox Lane , Chessington , Surrey, KT9 1SN
Complaints Policy
Alphega Lite - Do not add branches aims to provide high-quality healthcare services for all of our customers, but we realise that sometimes we don’t always get things right.
All complaints will be treated with dignity, respect and are investigated thoroughly, and whilst we endeavour to get things right the first time complaints give us the opportunity to reflect on our practice and improve.
During the process of investigating complaints, we may need to share confidential information with another healthcare professional, for example, your GP. Please be rest assured that confidential information will not be shared with a third party without your explicit consent.
If you wish to make a complaint you can find reach us in one of the following ways:
Phone: 020 3044 8969
Email: alphega@healthera.co.uk
Post: 43 Cox Lane , Chessington , Surrey, KT9 1SN
Our NHS Complaints Policy
If your complaint is about an NHS service, for example dispensing NHS prescriptions we will acknowledge your complaint within 3 working days. Your complaint will be dealt with in a timely fashion and this will usually be within 20 working days, but no more than 40 working days.
We will always offer an apology, where it is appropriate, and above all attempt to resolve the issue to your satisfaction.
A working day is classed as Monday – Friday during standard office hours and excludes Bank Holidays and acknowledgement of receipt maybe by phone, email or letter. Investigations (where appropriate) will normally be undertaken by the area manager with oversight from the Superintendent’s team. Records will be maintained and stored securely so that we can learn from any feedback provided.
If we cannot resolve the problem to your satisfaction, or you are unsatisfied with how your complaint was handled you can escalate your complaint to your local primary care organisation or the Ombudsman.
NHS England
Web: https://www.england.nhs.uk/contact-us/complaint/
Phone: 0300 3112233
Email: england.contactus@nhs.net stating “For the attention of the complaints team” in the subject
Post:
NHS England
PO Box 16738
Redditch
B97 9PT
The Ombudsman
Web: www.ombudsman.org.uk
Phone: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
NHS Scotland
Web: www.scot.nhs.uk
The Scottish Public Services Ombudsman
Web: www.spso.org.uk/spso
Phone: 0800 377 7330
Post:
The Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS