Morrill Street Health Centre

PRACTICE CHARTER

Complaints and Suggestions

If you have a complaint, concern or suggestion about the service you have received as a patient from any member of the Practice Team, please let us know.

We operate a practice procedure, which follows national NHS guidelines.

Our aim is to sort out problems and consider constructive suggestions as quickly as possible.

We will try to deal with verbal complaints as soon as they occur with the person(s) concerned. Those that cannot be resolved in this way should be notified as soon as possible, ideally within a few days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint:

• Within six months of the incident that caused the problem, or
  
• Within six months of discovering that you have a problem, providing that this is within 12 months of the incident.

If making a telephone complaint you should dial 01482 320046 and ask to speak to the Practice Manager or Deputy Practice Manager. If making a written complaint it should be addressed to:

Practice Manager
Dr Parker & Partners
Morrill Street Health Centre
Holderness Road
HULL HU9 2LJ

Your letter of complaint will be acknowledged within two working days. We will investigate your complaint and reply within 10 working days of its receipt. As part of our investigation we will find out what went wrong, apologise if this is appropriate, review our procedures and take remedial action to make necessary improvements.

If you wish to discuss a problem we can arrange an appointment for a meeting with those concerned.

If you are dissatisfied with how we handle a complaint, or you wish to contact NHS Hull direct you may complain to:

Complaints Officer
NHS Hull
The Maltings
Silvester Street
HULL HU1 3HA

Telephone No. 01482 344700

Online at: www.hullpct.nhs.uk

You may also wish to contact the Patient Advice and Liaison Service on 01482 335409.

Please note that if you are complaining on behalf of someone else that we keep strictly to the rules of confidentiality. We have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless that person is incapable through illness or is a young child.

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.