North Beverley Medical Centre
Off Woodall Way
Telephone: 01482 882546
Medical Emergencies dial 999
Out of Hours: dial 111
Surgery Opening Times
Monday 08.00 to 18.00
Tuesday 08.00 to 20.00
Wednesday 08.00 to 18.00
Thursday 08.00 to 18.00
Friday 08.00 to 18.00
Phone lines open from 8am to 6pm
You can help us to help develop the practice and its services. We welcome your feedback and ideas.Patients should write, email or ring with opinions or suggestions for improvement. We have a Patient Group which holds periodic meetings. New members are welcome.
The Family and Friends test is also a further means of providing us with feedback.
If concerns arise that are not resolved, patients can opt to use our formal complaints procedure. Their issue will then be investigated thoroghly and a full response provided.
Our services are monitored by the Care Quality Commission and Hull Clinical Commissioning Group.
Here at North Beverley Medical Centre 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 service 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 visiting the compliments and complaints page on our website. From there you can click on the link to the compliments and complaints form to download. 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 12 weeks 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.
Healthwatch Kingston upon Hull is the new, 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
HealthwatchKIngston upon 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:- Healthwatch Hull, The Strand, 75, Beverley Road, Hull, HU13 1XL.
Telephone: 01482 595505