Sutton Manor Surgery

FEEDBACK 

Your Views

You can help us to help develop the practice and its services. We welcome your feedback and ideas.Patients should write, email or ring with opinions or suggestions for improvement. We have a Patient Group which holds periodic meetings. New members are welcome.

The Family and Friends test is also a further means of providing us with feedback.


If concerns arise that are not resolved, patients can opt to use our formal complaints procedure. Their issue will then be investigated thoroghly and a full response provided.

Our services are monitored by the Care Quality Commission and Hull Clinical Commissioning Group.

Direct Feedback

Feedback is welcome at any time.
We listen to patients carefully so that we can learn and improve how things are done.

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Formal Concerns/Praise

The practice operates a formal complaints procedure to sort out any problems arising. We also welcome  positive feedback.

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CQC

The Care Quality Commission inspects the practice and ensures that its performance complies with standards.

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Patient Group

New members are very welcome to join our patient Group. Please contact us at the practice for more details.

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Suggestions

Suggestions from patients are always welcome at any time and by any convenient channels of communication.

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FFT

The Friends & Family test provides us with feedback on whether you would recommend the practice to others.

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CQC Rating 

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. It's 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 doesn't take long and you don't 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.

A Listening Practice

Vector image showing Feedback  keywords

Listening to what patients say is important for us. Please do not hesitate to feed back your views and ideas about how we can improve our services.

Practice Complaints Procedure

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 soonas 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 amember 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 us 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.


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

Complimentary Remarks or Suggestions

Complimentary remarks are always welcome. If you have any comments or suggestions, please write and speak to a member of our reception team or contact the practice manager.

HEALTHWATCH

Logo. Healthwatch North Lincolnshire.

Healthwatch Kingston upon Hull is the new, independent consumer champion for health and social care. Our job is to give children, young people and adults a powerful voice locally to help you get the best out of health and social care services in your area

HealthwatchKIngston upon Hull will:-

+ Provide information and advice to the public about accessing health and social care      services
+ NHS complaints advocacy
+ Involve local people in the provision, monitoring and commissioning and of local services

If this is something you are interested in or need information, please contact us at:- Healthwatch Hull, The Strand, 75, Beverley Road, Hull, HU13 1XL.

Telephone:  01482 595505
EMAILWEBSITE