The Bridge Group Practice

The Orchard Centre

210, Orchard Road

Kingston upon Hull


CAll: 01482 303850

The Bridge Group Practice

Elliott Chappell Health Centre

215 Hessle Road



CAll: 01482 303840


Listening to Patients

We welcome feedback from patients regarding their experiences at the practice. We are happy for patients to write, email or ring with their views.

We also run a Patient Group where ideas are discussed in periodic meetings. The Family and Friends test is also a great way of providing feedback.

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

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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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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.

A Listening Practice

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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

In the first instance patients with any concern should get in touch with a member of our reception team who will try  resolve the matter immediately. If the concern remains unresolved , the matter will be handled by a member of our supervisory team.

You may write to us if you prefer. If the complaint is being made on behalf of someone else you MUST also send a signed and dated consent letter which clearly indicates that the patient authorises you to handle their complaint.

If you are unhappy with the Practice response to your complaint please ask for a copy of our full complaints procedure. 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 or Suggestions

If you  like to compliment our team, 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.


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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