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Each communication from a patient is 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 you do have a concern, in the first instance you may 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 an dated consent letter which clearly indicates that the patient authorises you to handle the complaint on their behalf.

As a last resort, if you are unhappy with our response you may write to the Health Service Ombudsman.

As an alternative to the Practice Complaints Procedure, you may write to NHS England.

Complimentary Remarks/Complaints/Suggestions
If you feel that you have received good service and would like to compliment the staff involved, we would be delighted too pass on  remarks. If you have any concerns, comments or suggestions, you may complete the form below, drop us a line or call the surgery and speak to one of our reception staff who will inform the Practice Manager.
What is ICAS?
ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual client need.

Patients who want and are able to raise their concerns are empowered to do so.

Patients with more complex needs have access to specialist advocates who can support them through the official complaints process.

How can ICAS help you?
An experienced worker, known as an Advocate, can
help you to write letters to the right people
prepare you for and go to meetings with you
help you explore your options at every stage of the complaint
answer questions to help you make decisions

If you would like the support of an ICAS advocate, please contact us

Ground Floor Suite
Studio 700
Princess Street
T: 0300 456 8349
F: 0148 230 4283

Click HERE for the ICAS website
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Patients Rights & pledges
Responsibilities of patients and the public and staff
Staff Rights and NHS pledges to staff

Clock HERE to access information
The NHS Constitution for England
The NHS Constitution
for England March 2010
Click the PDF icon left to view the Handbook to the NHS Constitution. This may be downloaded to your computer or printed
Hull Clinical Commissioning Group
The NHS Patient Advice and Liaison Service (PALS) is there to help when you need advice and support or have concerns about local NHS services.
PALS can:
advise and support patients, their families and carers
provide information on NHS services
listen to your concerns, suggestions or queries
help sort out problems quickly on your behalf

Orchard Centre
Elliott Chappell
The Orchard Centre
210 Orchard Park Road HULL HU6 9BX
Tel: 01482 303850

Elliott Chappell Health Centre
215 Hessle Road Hull HU3 4BB

Telephone: 01482 303840