COMPLIMENTARY REMARKS OR SUGGESTIONS
If you feel that you have received good service and would like to compliment the staff involved, we would be delighted to pass on remarks.
If you have any comments or suggestions to make, you can easily do this when you next attend the surgery. There are forms and a post box next to the booking in screen, as you enter reception, or you can drop us a line.
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
Independent Complaints Advocacy Service
The Carers Federation
Patrick Tobin Business Park
Telephone: 0808 8023000
COMPLAINTS ABOUT THE SURGERY
How to Complain
The complaint must be about an NHS funded service. You can complain by letter, by telephone or in person at the surgery during opening hours. We have a complaints form, which you are free to use if you wish to, please ask at reception.
If you are complaining for someone else we will need their written consent to discuss the complaint with you. You can complete a form to enable us to do this which is available from reception. You can complain on behalf of a child (under 16) or anyone incapable of complaining for themselves.
When to Complain
As soon as possible after the incident you want to complain about, or no later than 12 months after the occurrence, or within 12 months of finding you have a problem. Details of your complaint will be recorded and/or acknowledged within 3 working days.
Who to Complain to
Please ask to speak to the Business Manager – Tracy Meyer or the Practice Manager – Jayne Mudd, or if you prefer, put your complaint in writing for our attention.
Although we hope you will feel able to bring your complaints to us, if you do not feel able to complain to the practice, you can complain to NHS England:
NHS Commissioning Board
PO Box 16738
Please write "For the attention of the Complaints Manager" in the subject line
0300 311 22 33 (Monday to Friday 8am to 6pm excluding English Bank Holidays)
What Happens Next ?
The practice will try to resolve your complaint within an agreed reasonable time-scale. This is called "Local Resolution"
If it takes longer to resolve your complaint, perhaps because it takes further time to collect information or if other parties are involved, you will be contacted with an explanation. Resolution of your complaint may require a meeting between the complainant and the practice. If a meeting is necessary, or if you prefer to have a meeting, one will be arranged at a time convenient to all parties. You will be contacted about the outcome.
To Take your Complaint Further ....
Please be assured that we will always try to resolve your complaint at a local level, but the use of our complaints procedure does not stop you taking the matter further if you are still not satisfied.
If your complaint is not resolved by the practice you can take it the Parliamentary Commissioner for Health (the Ombudsman) at the following address :
Health Service Ombudsman for England
Telephone : 0345 015 4033
LISTENING LEARNING IMPROVING
As a practice, we are constantly looking for patient feedback. Of course we like to hear about things you are happy with, but it is also vitally important that you tell us when we are doing things wrong, or you are not happy with us. We use all these as learning exercises to ensure that we are providing you with the very best services we can & we learn from mistakes and also maintain the high standards we have achieved.
The Role of the CQC
The Care Quality Commission has registered over 9000 GP surgeries in England. They inspect and rate surgeries and take action where necessary to ensure standards are met.
Surgeries are rated Outstanding, Good, Requires Improvement or Inadequate.
The CQC website provides a wealth of information on all aspects of their services.
FAMILY OR FRIENDS TEST
Your opinion counts. If you are a patient at this practice, please take the time to let us know if you would recommend us to members of your family, or your friends.
Whatever your view, your reasons are important to us. We want to continue doing what we do well - and make improvement improve where it may be necessary.
Healthwatch Kingston upon Hull is the independent consumer champion for the community, influencing all local health and social care services.Our vision is to enable local people to monitor the standard of provision of local care services and whether and how local care services could and ought to be improved.
Have your say about health and social care in Hull and give your feedback on local services. We can also help by providing information about local health and social care services that you may find useful.