Sutton Manor Surgery
St Ives Close, Wawne Road, Sutton-upon-Hull HU7 4PT
St Ives Close
Wawne Road
Sutton upon Hull
HU7 4PT
01482 826457
Sutton Manor Surgery
St Ives Close, Wawne Road, Sutton-upon-Hull HU7 4PT
St Ives Close
Wawne Road
Sutton upon Hull
HU7 4PT
01482 826457
We are a practice that genuinely listens and we are always interested to hear from patients about their experience of our services. The local channels of communication include verbal and written feedback, the Friends & Family Test & Patient Group Meetings.
When there are concerns that are not resolved, patients can opt to use our formal complaints procedure. The issue will then be thoroughly investigated and a full response provided. Our services are also monitored by the Care Quality Commission and the Humber and North Yorkshire Integrated Care Board (ICB).
When there are concerns that are not resolved, patients can opt to use our formal complaints procedure. The issue will then be thoroughly investigated and a full response provided. Our services are also monitored by the Care Quality Commission and the Humber and North Yorkshire Integrated Care Board (ICB).
Healthwatch Hull is the independent consumer champion for health and social care. Our job is to give children, young people and adults a powerful voice locally to help you get the best out of health and social care services in your area
Healthwatch Hull will:-
+ Provide information and advice to the public about accessing health and social care services
+ NHS complaints advocacy
+ Involve local people in the provision, monitoring and commissioning and of local services
If this is something you are interested in or need information, please contact us at:-
The Strand, 75 Beverley Road, HULL HU3 1XL.
Telephone: 01482 595505
We take great pride in our practice and always look at areas of improvement for our patients. To do this effectively we need to know what you think about the services you receive. Please tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. By listening to you can we continue to build and improve upon the services we offer.
A complaint can be made by anyone who is affected by an action, omission or decision of the Practice. If you are complaining for someone who cannot complain for themselves, we must consider if you are the right person to act on their behalf. We will normally need their consent for this.
Are complaints confidential?
Confidentiality is respected at all times when a complaint has been made. If a complaint requires investigation, this will involve gathering evidence from appropriate sources such as:
All evidence gathered relating to your complaint will be managed in line with data protection regulations. You, or the patient concerned, will not be discriminated against for raising a concern. Information is not kept within clinical records. Consent to share information will be required if your complaint also involves another organisation.
How to make a complaint
We hope to resolve most problems quickly and easily, often at the time they arise. Please tell the person concerned what is worrying you and they will do their best to help. If they can’t or you wish to make a formal complaint, please do so as soon as possible to enable the practice to get a clear picture of the circumstances. If you prefer to write, you can complete a complaint form (available from reception) or send a letter to your Practice, marked for the attention of the Practice Manager.
What will happen as a result of my complaint?
Your complaint will be managed by our management team. We will acknowledge it within 3 working days and aim to complete the investigation within 10 working days. If it takes longer, we will explain the delay and provide an expected completion date. You will receive a written response of the findings, along with an apology if appropriate. We will also explain any lessons learned or changes resulting from the investigation.
Complaining to other authorities
If you prefer not to raise your complaint with us, you can contact NHS England:
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By email:Email NHS England
By telephone: 0300 311 22 33
What if I’m not happy with your response to my complaint?
If you are not satisfied with our response, you can contact the Health Service Ombudsman, who is independent of the government and the NHS.
The service is confidential and free. For help or to make a complaint, contact their helpline on 0345 015 4033
or Email PHSO.
More information is available at www.ombudsman.org.uk.
Postal address:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
