Feedback and complaints

Feedback

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment. You can find out more on the NHS website.

Complaints

We aim to provide the best possible service to everyone who uses our practice. However, we understand that problems can sometimes happen. Most issues can be sorted out quickly and easily, either at the time or by speaking to our verbal complaints lead.

If your concern cannot be resolved in this way you can submit your concerns in writing to the Practice Manger, Ellie Dougall.  Our patient complaints policy and information leaflet is availbe and can be sent out or collected from the Practice.

From 1 July 2023 the way members of the public make a complaint about primary care services (GPs, pharmacy, optometry) to the commissioner changed.   Rather than contacting NHS England, they now need to contact their local integrated care board (ICB).   Members of the public can still make a complaint to the provider. This has not changed.

Complaints and the Use of Artificial Intelligence (AI)

We welcome feedback and complaints, and we want to understand your experience in your own words.

We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.

Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.

However, AI-generated text can sometimes:

• include information that is inaccurate or not relevant;

• use overly formal or legal language;

• make complaints longer or more complex than necessary; or

• make it harder for us to clearly understand your personal experience.

This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully. The most helpful complaints are usually clear and concise, and explain:

• what happened;

• when it happened;

• how it affected you; and

• what you would like us to do to resolve the matter.

A short explanation in your own words is often more helpful than a long or highly formal letter.

If you choose to use AI tools, we recommend that you:

• check the wording carefully to ensure it reflects your own experience;

• remove any information that is inaccurate or not relevant; and

• take care when including sensitive personal information.

Please be aware that some AI tools may store or use information entered into them. For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful:   https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/filling-our-complaint-form/useful-prompts-artificial-intelligence-ai-tools-help-your-complaint?utm_source=chatgpt.com

If you need support to make a complaint – for example due to language needs, disability, learning disability, or mental health or communication difficulties – please let us know.

We will do our best to support you in a way that works for you.

North Yorkshire ICB

Patient queries, comments and complaints

If you are unhappy with the treatment or service you have received from NHS services you can raise your concerns immediately by speaking with the staff involved in your care who will attempt to resolve your complaint informally. Alternatively, you can contact the Humber  and North Yorkshire ICB’s Experience Team:

Telephone: 01482 957750

E-mail: hnyicb.experience@nhs.net
Writing to us at: The Experience Team
Humber and North Yorkshire ICB
Health House, Grange Park Lane
Willerby
HULL
HU10 6DT

You can find more information about the experience team here.