Contact us

Contact us online

You can contact us online using our online form.

Phone Number

Reception: 01482 652652

Address

Willand Primary Care Centre
Lowfield Road
Anlaby
HU10 7JR

Reception opening times – New opening hours until 18.30

Monday:	08:00 – 18:30
Tuesday:	08:00 – 18:30
Wednesday:	08:00 – 18:30
Thursday:	08:00 – 18:30
Friday:	08:00 – 18:30
Saturday:	Closed
Sunday:	Closed

Practice Closure

The practice will be closing on the following dates and times, to ensure protected time for learning events. There will be a 12pm practice closure, with a re-opening time at 8am the following working day. 

The dates below allow  GPs, nurses and practice teams to attend a half-day training session called Protected Time for Learning (PTL). This helps them stay up-to-date with service developments, update their skills and take part in essential training, all of which help improve care for our patients.

When we are closed

If you have an urgent health need while the practice is closed, please call NHS 111 (all calls to 111 will be recorded). The old out of hours and NHS Direct numbers are no longer in use and for any out of hours emergencies you must now phone the NHS 111 service.

In a genuine emergency you should call 999. Chest pains and/or shortness of breath constitute an emergency.

If you have a Mental Health or Adult Social Care issue, please call 01472 256256. This service is available 24/7.

For more information on NHS 111 and other emergency services visit www.nhs.uk/111

Parking

The surgery has disabled bays and parking, but this is limited.

Public transport

The surgery is served by Anlaby Lowfield Road Bus stop on Lowfield Road.

Access

Wheelchair accessible, ramp, lift to all floors, electric sliding doors at entrance.

Suggestions and Complaints

Do you want to make a suggestion to the practice?

Your comments and suggestions are important to us, you can download one of our suggestion forms or pick one up in reception, there is a Suggestion Box in the waiting area for you to post you completed form. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person, if you wish to make a complaint follow the information below.

Making a complaint

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please complete this form and the practice will deal with your concerns appropriately. Alternatively you can call 01482 652652 and request to talk Rebecca Drewery, Patient Service Manager or:

Write to: Willerby & Swanland Surgery, Willand Primary Care Centre, Lowfield Road, Anlaby, HU10 7JR

hnyicb-ery.b81024.adminandreferrals1@nhs.net

If for any reason you do not want to speak to a member of our staff, then you can request that the NHS Humber and North Yorkshire ICB investigates you complaint. They will contact us on your behalf. You can contact them by:

From 1 July 2023, complaints about primary care services to the commissioner should be made to the Experience Team, NHS Humber and North Yorkshire Integrated Care Board (replacing NHS England for new complaints).

Contact details for the ICB Experience Team:
Telephone: 01482 957750
Email: hnyicb.experience@nhs.net
Address: The Experience Team, Humber and North Yorkshire ICB, Health Place, Wrawby Road, Brigg, DN20 8GS

Independent advocacy is available via East Riding Independent Complaints Advocacy (Cloverleaf Advocacy):
Telephone: 01482 880160
Email: referrals@cloverleaf-advocacy.co.uk
Website: https://cloverleaf-advocacy.co.uk/areas/hull

Can Someone Complain on a Patient’s Behalf?

Yes, with the patient’s consent. A written consent form is usually required. If the patient cannot consent, we will advise how to proceed.

What Happens When a Complaint is Made

We will acknowledge all complaints within 3 working days of receipt and agree a plan for handling the complaint. We aim to provide a full written response within 4 weeks of acknowledgement wherever possible. If it becomes clear this will take longer (for example, due to the complexity of the issues or staff availability), we will write to explain the delay, agree a revised timeframe with the complainant, and keep them updated. Highly complex cases, or those requiring multi-agency input, may take longer than 4 weeks — in such cases, we will agree an extended timescale with the complainant.

What Happens When a Patient is Unhappy with a Response

If dissatisfied, the patient may request further review by the Practice Manager. At any stage, they may escalate the complaint to the commissioner (ICB) or to the Parliamentary and Health Service Ombudsman (PHSO).

PHSO Contact:
Telephone: 0345 015 4033
Website: https://www.ombudsman.org.uk/making-complaint

Equality, Diversity, and Confidentiality

Complaints will be handled without discrimination in line with our Equality and Diversity Policy. We comply with UK GDPR and the Data Protection Act 2018 to ensure confidentiality.

Conclusion

We are committed to providing the best possible care at all times. If things go wrong, we want to put them right quickly and fairly. Feedback and complaints are opportunities to learn and improve.