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Practice Charter
Complaints
Procedure
We always try to provide the best services possible, but there may be times when
you feel that this has not happened. The following information explains our in-house
procedure, drawn up to respond to patient grievances.
If you have a complaint about any aspect of the service you have received please
contact the practice manager, Mr Mike Bastiman or, alternatively, contact:
East Riding of Yorkshire PCT Health House
Grange Park Lane
Willerby
Hull
HU10 6DT
Tel: (01482) 650700
You will be offered the opportunity to discuss the grievance with the practice
manager over the telephone or in a private appointment in the surgery.
Should you wish to deliver your complaint in writing it will be acknowledged
in five working days of receipt and, where appropriate, investigations will be
made to see how the problem can be resolved. You will receive a written response
after enquiries have been made into your complaint.
You can help us by recognising that minor complaints can be rectified within the practice and, by following our complaints procedure, this will ensure that your complaint is dealt with quickly. Please try to understand that the practice staff are busy and avoid making any frivolous complaints about minor matters beyond our control.
Keeping
And Protecting Information
We are required to ask for information to help us ensure that you can receive
proper care and treatment.
Your information will also help us to:
• protect the health of the public generally.
• develop services, making them accessible and appropriate to your needs.
• train staff, conduct research and support professional development.
• plan services.
At times we will be
required to share this information with other NHS or governmental departments,
for example, to refer for specialised treatment or to notify a birth.
You have a right of access to your health records including those records held
on computer.
Everyone working for the NHS has a legal duty to keep information about you confidential.
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