Comments & Complaints

Should you feel the need to complain about any service/treatment you have received within the Practice, please write to Angela Allenby, practice manager of the Surgery. We would also like to know what we are doing well!

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However, this does not affect your right to approach NHS North Lincs if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint please use:

hnyicb.experience@nhs.net – Local ICB commissioners - Experience Team Phone number is 01482 957750. Please write ‘For the attention of the Experience Team’ in the subject line.

To clarify the complaints process; The patient should usually raise concerns directly with the practice, if a patient has had a complaint responded to by the practice and they aren’t happy with the response their next recourse is the Parliamentary and Health Service Ombudsman. If the patient feels they can’t raise concerns direct with the practice for a concern or a complaint, then they can contact the Experience Team who will support them with their concern.

Patient Relations Service (PALS)

PALS can provide confidential advice and support to help you resolve complaints, queries and concerns about your NHS care as well as general information about NHS services. PALS are not able to help with social care complaints, though they can advise you who to contact.

Patient Relations Service
Health House
Grange Park Lane
Willerby
HU10 6DT
Tel: 01482 335409
Email: NLCCG.PALS@nhs.net

Healthwatch

Healthwatch North Lincolnshire is the independent consumer champion for health and social care. Their job is to give everyone a local, powerful voice to help you get the best out of health and social care services in your area.

Healthwatch North Lincolnshire:

Provides information to the public about accessing health and social care services
Provides support for complaints about NHS services. The Independent Complaints Advocacy (ICA) will help you explore your options at every stage of your complaint and can give you information that can help you decide what to do (see below for more information on ICA)
Ensures the involvement of local people in the provision, monitoring and Commissioning of local services

North Lincolnshire Independent Complaints Advocacy (ICA):

The registered charity, Carers Federation, has been appointed to provide the NHS Independent Complaints Advocacy for North Lincolnshire under the umbrella of Healthwatch North Lincolnshire.

North Lincolnshire ICA, is a totally free and independent service which supports people through the NHS complaints process to seek an explanation, an apology or to ask for a service to be improved. People are offered a Self Help Information Pack if they would like to make a complaint themselves, or if they need more support our experienced Advocate is on hand to help.

For more information or to request support from ICA, call Freephone number, 0808 802 3000 (free from landlines and mobile phones) or visit www.carersfederation.co.uk

Healthwatch North Lincolnshire Volunteers: We are keen to recruit volunteers who want to make a real difference to the way that local and health and social care services are run. If you are interested in a volunteer role, please contact us.

Healthwatch Patient Survey: Healthwatch want to hear about your experiences. If you have used your GP, dentist, local hospital or another health or social care service in the last year, we want to hear about it. Tell us your views by completing our short online survey: www.surveymonkey.com/s/patientviewshwnl