HOW TO COMPLAIN
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact our reception co-ordinators who will try to resolve the issue and offer you further advice on the 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.
Email: ehfp.hullfamilypractice@nhs.net
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 6 months of the incident that caused the problem
OR
- Within 6 months of discovering that you have a problem, provided this is within 12 months
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 4 weeks of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. 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 with those concerned, 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
| COMPLAINING ON BEHALF OF SOMEONE ELSE Please note that Hull Family 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. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability. CONTACTING THE CARE QUALITY COMMISSION If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk |
PALS, ICAS & OMBUDSMAN
PATIENT ADVISORY LIAISON SERVICE (PALS)
PALS/Patient experience team provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office/Experience Team can be found on;
Experience Team – Humber and North Yorkshire Integrated Care Board (ICB)
or email hnyicb.experience@nhs.net
PATIENT ADVOCACY SERVICE
Cloverleaf is a service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be found on;
Cloverleaf Advocacy (cloverleaf-advocacy.co.uk)
OMBUDSMAN
As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or Textphone (Minicom): 0300 061 4298 https://www.ombudsman.org.uk