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  FEEDBACK

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 our commissioners - East Riding of Yorkshire Clinical Commissioning Group.

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Direct Feedback

We listen to patients on a daily basis in the surgery and take note of their comments. Feedback is welcome at any time.

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Formal Concerns/Praise

If patients wish to comment about any aspects of our services, we have a  procedure to raise concerns or give praise.

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CQC

The Care Quality Commission inspects the practice and ensures that its performance complies with standards.

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Patient Group

We work closely with our patient group to improve our services. New members are welcome to join

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Suggestions

We welcome suggestions from patients at any time and by all convenient channels of communication.

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FFT

The Friends & Family test provides us with feedback on whether you would recommend the practice to others.

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CQC Rating

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Compliments or Concerns

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The views and concerns of our patients are very important to us. If anyone has a concern, our aim is to ensure that it is dealt-with quickly and resolved to everyone's satisfaction.

Practice Complaints Procedure

If patients do have any concerns, in the first instance they should get in touch with a member of our reception team who will try to help sort the matter out for you. If the matter remains unresolved you can ask to speak to  supervisory staff.

If you feel it may be better to make a written complaint you may write to us about it. If you are complaining on behalf of someone you MUST also send a signed and dated consent letter which clearly indicates that the patient authorises you to handle the complaint on their  behalf.

If you are not happy with the Practice response to your complaint can contact NHS England or the Health Service Ombudsman as a last resort. Healthwatch East Riding of Yorkshire can provide useful advice on how to make a complaint and where best to make it.

Healthwatch East Riding of Yorkshire >>>>>>>>

Complimentary Remarks or Suggestions

If you feel that you have received good service and would like to compliment the staff involved, we would be delighted to pass on  remarks.

If you have any comments or suggestions, please drop us a line or call the surgery and speak to one of our reception staff who will inform the Practice Manager.