The Modality Hull Complaints Procedure
Introduction to how we handle complaints about our services
Our aim is to give you the highest possible standard of service, but on occasions you may feel that this is not the case. In these circumstances we try to deal swiftly with any problems that may occur.
We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our Practice Managers can give you further details, though this information is aimed at explaining how to make a complaint. We hope you will use it to allow us to look into any concerns you have about the service you have received from us.
Please note that if you make a complaint, the practice may need to provide information about you and the treatment you have received, to insurers or legal advisers.
Making a complaint
If you have a complaint or concern about the service you have received from us, please let us know. We find that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible because 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 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem.
If you wish to make a complaint, please phone or write to the Patient Service Manager or Practice Manager at your surgery. You may also ask for an appointment with the Practice Manager, in order to discuss your concerns. He/she will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your concerns.
How we will respond
We will contact you on receipt of your complaint if we need to clarify your concerns, discuss your desired outcomes or find out how you would like your concern to be dealt with. During this discussion we will agree a timescale for addressing your concerns. Once we have looked into the cause of your concerns we should be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your concerns, we aim to:
- Find out what went wrong
- Make it possible for you to discuss the problem with those concerned
- Make sure you receive an apology, where this is appropriate
- Try and resolve the concern to your satisfaction
- Identify what we can do to make sure that the problem doesn’t happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
Complaining to other organisations
We hope that, if you have a problem, you 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, you may still contact external organsiations, if you feel you cannot raise your complaint with us. For advice or queries about the NHS contact:
NHS Hull Patient Relations
Alfred Gelder Street
Telephone : 01482 335409
Email : HULLCCG.PALS@nhs.net
If you want help with making a complaint, you can ask for help from:
Independent Complaints Advocacy Service
The Community Enterprise Centre
Telephone : 0808 8023000
Email : firstname.lastname@example.org
If you feel that you cannot have your complaint addressed by the practice you can share your complaint with NHS England:
You can ring NHS England on: 0300 311 22 33
or write to :
PO Box 16738
Alternatively you can complain by email to :
Please write "For the attention of the Complaints Manager" in the subject line.
If you are still unhappy with the overall outcome of your complaint, the Parliamentary and Health Service Ombudsman is able to look into your concern. You can write to:
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
Online : https://www.ombudsman.org.uk/making-complaint