Listening to Patients
We are a practice that genuinely listens and we are always interested to hear from patients about their experience of our services. The local channels of communication include verbal and written feedback, the Friends & Family Test & Patient Group Meetings.
When there are concerns that are not resolved, patients can opt to use our formal complaints procedure. The issue will then be thoroughly investigated and a full response provided. Our services are also monitored by the Care Quality Commission and the Humber and North Yorkshire Integrated Care Board (ICB).
Friends & Family Test
Friends & Family Test
When you receive care or treatment within the NHS, you can fill out a short questionnaire to give us feedback that will help to improve local services for everyone.
It gives you a chance to tell us what you think about your experience… good or bad. You can explain your answer and tell us how we can improve things.
We will look at all feedback and use it to make decisions that will make local services better for local people.
It is open to all patients, whatever your age or healthcare needs. You won’t have to give your name or contact details so our staff won’t know the comments came from you.
We believe that, if our services are good enough for you and your family and friends, then they’ll be good for everyone. So come on and put US to the test by telling us what you think.
ABOUT THE FAMILY & FRIENDS TEST
FFT Results
We would like to thank patients for their feedback in completing the Family & Friends Test. Please click below to download results.
We are a Regulated Service
Care Quality Commission
Latest CQC Inspection
Suggestions
ONLINE SUGGESTIONS BOX
Your views and suggestions are important
If you are a patient at the practice and have any suggestions about how we can improve our service to you, please contact us and we will carefully consider your remarks.
You can get in touch by speaking to a member of our reception team on the telephone - or by completing the online form on this page.
The Practice also has an active Patient Representative Group (PRG) which meets periodically. If you are interested in joining the PRG, please contact our reception team - or use the form on this page making clear that you are interested in learning more.
Write to Us
Practice Manager
Sutton Manor Surgery
St Ives Close
Wawne Road
SUTTON UPON HULL
HU7 4PT
YOUR IDEAS
This form is to be used ONLY for contacting the practice about your suggestions about improving services - or to express interest in joining our Patient Representative Group
HEALTHWATCH
Healthwatch Hull is the 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
Healthwatch 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:-
The Strand, 75 Beverley Road, HULL HU3 1XL.
Telephone: 01482 595505
Compliments or Concerns
Here at Sutton Manor Surgery we take great pride in our practice and always look at areas of improvement for our patients. To do this effectively we need to know what you think about the services you receive. Please tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. By listening to you can we continue to build and improve upon the services we offer.
Who can make a complaint
A complaint can be made by anyone who is affected by an action, omission or decision of the Practice. If you are complaining for someone who cannot complain for themselves, we must consider if you are the right person to act on their behalf. We will normally need their consent for this.
Are complaints confidential?
Confidentiality is respected at all times when a complaint has been made. If a complaint requires investigation this will involve gathering evidence from appropriate sources such as:
- Interviewing anyone who has been named in the complaint.
- Interviewing any witnesses, or potential witnesses
- Reviewing medical records
All evidence gathered relating to your complaint will be managed in line within data protection regulations. You, or the patient concerned, will not be discriminated against if you raise a concern and information is not kept within clinical records. Consent to share information will be required if your complaint also involves another organisation.
What is the time limit for making a complaint?
If you are unhappy about something, then it is always best to make your complaint as soon as possible and not more than 12 months after the incident or issue occurred. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint sooner
How to make a complaint
We hope that we can sort out most problems easily and quickly. Often this will be at the time they arise and with the person concerned. Please tell them what is worrying you and they will do their best to resolve your concerns. However, if they can’t or you wish to make a formal complaint, please do so as soon as possible. This will enable the practice to get a clear picture of the circumstances surrounding the complaint
You can submit your complaint online by email to the Practice Manager.
email practice manager
If you do not have access to the internet or prefer to write to us instead, you can complete a complaint form (available from reception) or send a letter to your Practice, marked for the attention of the Practice Manager.
What will happen as a result of my complaint
Your complaint will be managed by our management team. We will acknowledge your complaint within 3 working days and aim to have it fully investigated within ten working days from the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.
When we look into your complaint, we will investigate the circumstances. You will receive a written response of the findings of the investigation, along with an apology if this is appropriate.
You will also receive an explanation if any lessons have been learned and/or any if changes will take place as a result of the findings of the investigation.
Complaining to other authorities
We hope that if you have a problem you will use this complaints procedure. However, if you feel you cannot raise your complaint with us you are entitled to send your complaint to NHS England instead.
You can contact NHS England:
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By email to:
EMAIL NHS ENGLAND
By telephone: 0300 311 22 33
What if I'm not happy with your response to my complaint
If you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS.
The service is confidential and free. If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033,
EMAIL PHSO
Further information about the Ombudsman is available at www.ombudsman.org.uk.
You can also write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
