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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:

The Practice
If you have any complaints, please give us the opportunity to resolve your concern at the surgery. Minor problems can usually be resolved by a member of our reception team.


Alternatively, if the matter is more serious or cannot be immediately sorted out,  you could write to us or ask to speak to the practice manager.

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.

Although we hope you will feel able to bring your complaints to us, if you do not feel able to complain to the practice or the issues are not satisfactorily resolved, you can refer the matter to NHS England or the Parliamentary & Health Service Ombudsman.

NHS England
By post
NHS England
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT

Electronically
england.contactus@nhs.net
Please write "For the attention of the Complaints Manager" in the subject line

By Telephone
0300 311 22 33 (Monday to Friday 8am to 6pm excluding English Bank Holidays)

Parliamentary & Health Service Ombudsman


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
Millbank Tower
LONDON
SW1P 4QP
Telephone : 0345 015 4033
  FRIENDS & FAMILY TEST

Did you know you can now have your say to help improve more services across the NHS?

The Friends & Family Test is about giving patients the opportunity to provide quick feedback on their care and treatment experience. Itís already in use in many parts of the NHS and is expanding to a lot more.

You can say what is going well and what can be improved so that people who make decisions about local healthcare can take your views into account. It doesnít take long and you donít need to give your details on your feedback form. Look for details in the reception or waiting room. You can ask a member of staff how you can take part or find out more online.
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Sutton Manor Surgery
St Ives Close
Wawne Road
Hull
HU7 4PT


PHONE: 01482 826457
General enquiries:  hullccg.b81020@nhs.net
        Prescriptions:  hullccg.b81020.prescriptions@nhs.net