Feedback. Family & Friends Test. North Beverley Medical Centre, Pighill Lane, Off Woodall Way, Beverley, East Yorkshire, HU17 7JY

North Beverley Medical Centre

Pighill Lane
Off Woodall Way
HU17 7JY
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

Saturday        Closed

Sunday           Closed

Phone lines open from 8am to 6pm


Your Views

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.

Friends & Family Test

Staff member at a PC screen

Did you know you can now have your say to help improve more services across the NHS?

The Friends & Family Test is about giving patients the opportunity to provide quick feedback on their care and treatment experience. It's already in use in many parts of the NHS and is expanding to a lot more.

You can say what is going well and what can be improved so that people who make decisions about local healthcare can take your views into account.

It doesn't take long and you don't need to give your details on your feedback form.

Look for details in the reception or waiting room. You can ask a member of staff how you can take part or find out more online.

ABOUT THE FRIENDS & FAMILY TESTThink about your G Practice, overall. How was your experience of our service?
Privacy ProtectionWe use the information entered into this form only for the purposes of processing your Friends & Family Test submission. Information entered into this form is stored and accessed securely by designated Practice staff. Issues raised in comments may be discussed between relevant members of the Practice. The information is used for quality monitoring purposes, in line with the expectations of the patients submitting the feedback.The form does not require personal information. Any personal information transmitted via this form may be anonymised by the Practice when this is required to ensure compliance with General Data Protection Regulation.All submissions are collated and sent to NHS England. This information is retained for up to 28 days.

Complaints Procedure

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:

  • Interviewing anyone who has been named in the complaint.
  • Interviewing any witnesses, or potential witnesses
  • Reviewing medical records

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.

Logo. Healthwatch North Lincolnshire.

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

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