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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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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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A Listening Practice

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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 you can contact NHS England or the Health Service Ombudsman as a last resort

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.


Healthwatch logo

Healthwatch North Lincolnshire 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

Healthwatch North Lincolnshire 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 North Lincolnshire, Suite 36-37, Normanby Gateway, Scunthrpe DN15 9YG

Telephone:  01724 844986, a local free phone number, for health and social care enquiries will be coming soon.

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