COMPLIMENTS OR CONCERNS
Each communication from a patient is important to us. If anyone has a concern, our aim is to ensure that it is dealt-with quickly and resolved to everyone’s satisfaction.
Although the number of complaints is extremely small in relation to the amount of consultations and interactions that take place, we take every complaint seriously.
Not only do we deal with each complaint and provide a full response to the complainants, but we monitor trends so that even minor complaints can be tracked and dealt-with if they are a continuing issue.
If you have any concerns, please ask at reception for a complaints pack. Should you need help, please ask to see the Assistant Practice Manager for assistance completing the form. A confidential envelope is provided with our complaints pack but if you write directly please mark your envelope “confidential” and address to the Practice Manager.
Practice Complaints Procedure
If you do have a concern, in the first instance you may get in touch with a member of our reception team who will try to help sort the matter out for you. If the matter remains unresolved you can ask to speak to supervisory staff.
If you feel it may be better to make a written complaint you may write to us about it. If you are complaining on behalf of someone you MUST also send a signed an dated consent letter which clearly indicates that the patient authorises you to handle the complaint on their behalf.
As a last resort, if you are unhappy with our response you may write to the Health Service Ombudsman.
As an alternative to the Practice Complaints Procedure, you may write to NHS England.
Following a successful initial Open Forum meeting, the practice will continue to hold these events half-yearly. This is an opportunity for up to 20 patients to come in to our meeting room and discuss the development of the practice and directly raise issues that they think will help improve our services. Please contact the Practice Manager for more information.
We have suggestions boxes at the main and branch surgeries.If you have ideas about how we can do things better or would just like to say how well things are going, just leave a note in the box. Recent signage improvements have been made as a result of suggestions box comment.
Every complaint we receive is carefully and meticulously handled, not just to solve the problem that has arisen, but to try and ensure it doesn’t happen again. The complaints system also feeds into the development and improvement agenda.
Patients can leave comments on the NHS website. This should not be a substitute for using our complaints system if patients are unhappy because we cannot respond to anonymous complaints on-line in detail.
Patients will from time to time receive NHS surveys. We always take note of aggregated information as a means of measuring how we are doing.
ANECDOTAL – PHONE & IN SURGERY
Any contact with our patients is an opportunity to listen to their views, whether it be in the doctor or nurses room or at reception. Our staff will always pass-on anecdotal information arising for consideration by the management and doctors at the surgery.
Please get involved in helping to develop your surgery. Even if you do not have time to become involved in the various groups, we are always happy to receive letters, emails or phone calls.
If you feel that you have received good service and would like to compliment the staff involved, we would be delighted too pass on remarks. If you have any comments or suggestions, you may drop us a line or call the surgery and speak to one of our reception staff who will inform the Practice Manager.
- Main Reception (8am to 6.00 pm): 01482 701834 Option 0
- Email Us at: HULLCCG.B81040firstname.lastname@example.org
- Contact Manager: email@example.com
- Or call into Surgery Reception
Problem not sorted? Contact supervisor
This service is for help with non-urgent routine questions. First consult FAQs section If you still need help, call in, phone or email the Helpdesk. We will reply in office hours. Give contact numbers, If possible. Our aim is to resolve the issue first time, there and then – whenever possible.
What is ICAS?
ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual client need.
Patients who want and are able to raise their concerns are empowered to do so. Patients with more complex needs have access to specialist advocates who can support them through the official complaints process.
How can ICAS help you?
An experienced worker, known as an Advocate, can:
- Help you to write letters to the right people
- Prepare you for and go to meetings with you
- Help you explore your options at every stage of the complaint
- Answer questions to help you make decisions
If you would like the support of an ICAS advocate, please contact us
Yorkshire & Humberside ICAS
Community Enterprise Centre
Telephone 0808 802 3000
Fax: 01482 304 283