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Complaints Procedure

We always try to provide the best service possible, but should you have a complaint or concern about the service you have received from the practice, please let us know. The following information explains our in-house procedure, drawn up to respond to patient grievances.

The practice operates a Complaints Procedure as part of the NHS system for details with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against or subjected to any negative effect on your care, treatment or support.

How to complain

In the first instance please discuss your complaint, by telephone or in person, with the practice manager or alternatively you may put your complaint in writing. The practice manager will try to resolve any issues raised and will offer you further advice on the practice complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If your complaint is clinical in nature, your doctor will be consulted.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the 12 months of when you first become aware of the problem.

The practice will acknowledge your complaint within three working days and aim to try and resolve your complaint within an agreed reasonable timescale; this is known as Local Resolution. Should it take longer to resolve you will be contacted with an explanation. Resolution of your complaint may require a meeting between complainant and the practice. If a meeting is necessary it will be arranged at a time convenient to all parties. You will be then be contacted with the outcome.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again in the future

Complaining on behalf of someone else
Please note the Hessle Grange Medical Practice keeps strictly to the rules of medical confidentiality.

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. We will need their written consent before we can discuss the complaint with you, unless they are unable to provide this due to illness or disability.

Complaining to other Authorities
The practice management team hope that if you have a problem you will use the practice complaints procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following bodies:-

NHS ENGLAND contact details are:
NHS England, NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT, email: England.contactus@nhs.net, please write 'For the attention of the Complaints Manager' in the subject line. Telephone: 0300 311 22 33

PATIENT RELATIONS (PALS) contact details are:
Patient Relations, Health House, Grange Park Lane, Willerby, East Yorkshire, HU10 6DT.
Telephone: 01482 672047,
Email: ERYCCG.ComplaintsAndConcerns@nhs.net

ICAS (Independent Complaints and Advocacy Service) is a national service that supports people who want to make a complaint about their NHS care or treatment.
Contact details are:
ICA, The Community Enterprise Centre, Cottingham Road, Hull HU5 2DH
Telephone: 0808 802 3000.
Details of your nearest office can be found at: http://www.pohwer.net/how_we_can_help/icas_providers.html

OMBUDSMAN - As a last resort, if you are not happy with the response from the practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. Contact details are:-
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 015 4033
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk
Website: http://www.ombudsman.org.uk/

NB: In the event of a complaint there may be times when the practice may need to provide information about the patient, and the treatment they have received, to insurers or legal advisors.

‘Complaints’ leaflets are available upon request from reception.

Comments & Compliments

Let the practice know your views.

The Hessle Grange Medical Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

Tell us about our service by:

  • Leaving a comment in our ‘Comments Book’ which is available on the reception desk

    OR

  • Complete the blank form in the ‘Comments and Compliments’ leaflet which are available from the reception area. Post your completed form in the box available on the reception desk.
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