Medical Emergencies dial 999
Out of Hours: dial 111
Medical Emergencies dial 999
Out of Hours: dial 111
We listen to patients 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).
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
If you wish to raise a point about our service, please let us know. We operate a compliments, suggestions, and complaints procedure as part of the NHS system for dealing with these matters. This procedure meets with national criteria for the NHS. At Delta Healthcare patient satisfaction and the delivery of a high standard of service and care is extremely important to us and we aim to provide an excellent service.
If patients would like to make a suggestion or a compliment you can do this by contacting reception.
Please note that the Team can also advise on a range of issues, from services we provide to how to make a complaint.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If problems cannot be sorted out in this way and patients wish to make a complaint, we would like them to let us know as soon as possible, ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If it is not possible to do that, they should let us have the details of the complaint:
A complainant may choose to stop the complaints process at any time. Complaints will be accepted in any format such as letter or verbally via our Practice Manager.. The practice will contact the complainant on receipt of the complaint and were possible agree a response time and ask for the desired outcome. You may be invited in to meet the most appropriate Manager or Clinician to discuss your complaint.
We are a Regulated Service
We will acknowledge the complaint within 3 working days and aim to have investigated it within a reasonable time. We will then be able to offer a verbal or written explanation and/or a meeting with the people involved. When we investigate any complaints, we aim to:
Unfortunately, we do not have the resources to guarantee that every general suggestion can be acknowledged but we may do so should the situation warrant a response.
After the response is sent to the individuals involved, we may send you a questionnaire afterwards. The feedback we will receive from yourself would contribute to any further training needed or praise to the individuals involved. We would appreciate if this can be filled in and returned to the surgery.
We keep strictly to the rules of medical confidentiality. If someone is complaining on behalf of someone else, we must know that they have permission to do so. A note signed by the person concerned (i.e., on whose behalf the complaint is being made) will be required, unless they are incapable (because of illness) of signing this.
If you're not happy with an NHS service, you can make a complaint. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. Or you can complain to the commissioner of that service. Contact your local integrated care board (ICB) for complaints about:
You can find your nearest PALS office on the NHS website -
You can also ask your GP surgery, hospital or phone NHS 111 for details of your
nearest PALS
We hope that if patients have a problem, they will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect a patient’s right to approach ICB at any stage.
The Experience Team
Humber and North Yorkshire ICB
Health Place
Wrawby Road
Brigg
DN20 8GS
Tel: 01482 957750
If they feel that they cannot raise the complaint with us, or if they are dissatisfied with the result of our investigation, they can contact the:
Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
Westminster
London
SW1P 4QP
