PLEASE SEE THE ATTACHED UPDATE ON COMPLAINTS DURING THE COVID CRISIS
COVID Complaints Process
Here To Listen
If you have any comments or complaints about the Practice please contact our Practice Manager Jacqueline Roe by phone, in writing or in person. We endeavour to acknowledge all complaints within a week, and to respond within 21 working days where possible.
How To Make A Complaint
The easiest way to complain is to raise your concerns at the time with the person involved. If you feel you cannot do this and you wish to take up the matter with someone else at a later date, please let us know as soon as you can, but certainly:
• Within one year of the incident about which you are complaining
• Within one year of discovering the problem.
To Whom Should I Complain?
Complaints should be addressed in writing to the Practice Manager. She will ensure your concerns are dealt with fairly and quickly. Please give all the relevant details as clearly as possible. Please see our complaints form for patients here:
Complaint Form for Patients
What We Will Do
We will acknowledge your complaint within five working days. We will try to offer you an explanation of your complaint within 21 working days or a meeting with those involved. We aim to:
• find out what caused your concerns and why
• make it possible for you to discuss your concerns with those involved
• give you an apology where appropriate
• take remedial action, where appropriate, to prevent any repeat of the cause of the complaint
• use your complaint to improve our services.
Complaints On Behalf Of Others
Due to strict patient confidentiality rules, if you wish to make a complaint on behalf of someone else (even a close relative) we will require a letter signed by that person giving us permission to speak to you (unless they are incapable of doing so).
Please complete the form attached, if you wish someone else to complain on your behalf:
Complaint Form for Patients
Patient Advice And Liaison Service (PALS)
Comments, concerns and suggestions can also be raised through PALS. PALS can give information and sort out problems quickly on a patient's behalf and can also give information and advice about the NHS complaints procedure.
Contact details: telephone 01482 623065 or write to PALS, ERYCCG, Health House, Grange Park Lane, Willerby, HU10 6DT.
NHS Choices
On this national website, you will find all sorts of useful information- as well as the ability to post feedback.
http://www.nhs.uk/services/gp/overview/defaultview.aspx?id=42052
