Listening to Patients

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 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

Letting us know

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 the Orchard 2000 Group practice 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.  

How to make a suggestion or complaint:

If patients would like to make a suggestion or a compliment you can do this by filling out the online submission form or by contacting the team on:

Please note that the Team can also advise on a range of issues, from services we provide to how to make a complaint.

How to complain

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:  

• Within 12 months of the incident that caused the problem or
• Within 12 months of the date of discovering that there was/is a problem 
• These time limits can be waivered if the complainant has good reasons for not making the complaint in that time and it is still possible to investigate the complaint effectively and fairly. 

A complainant may choose to stop the complaints process at any time.   Complaints will be accepted in any format such as writing, verbal or e-mail.  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.