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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 25 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.
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