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 our NHS commissioners.
Friends & Family Test
We are a Regulated Service
Healthwatch works to ensure that your views and experiences are heard by those who provide and commissions local services. By speaking with us, you are helping us to identify what needs to change and how services could be improved
Here at Kingston Health Hull 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:
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,
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