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Complaints Compliments & Suggestions

commentsWe cannot always be perfect all of the time, so should you feel that you have reason to complain, please ask to speak confidentially to the Practice Manager who will investigate. If you feel unable to complain at the time you may contact the Practice Manager later, in writing, by telephone or in person. You may ask at reception for a copy of our complaints procedure. This document is also on display in the waiting room and you may peruse it at any time.

We do follow national guidelines for dealing with complaints and will acknowledge your complaint with 2 working days.

We hope to have resolved your complaint within 25 working days.

How to make a compliment or complaint about local health services - including GPs, dentists, pharmacists and optometrists

Whether you are happy or unhappy with the care and treatment that you have received, please get in touch and let us know your views.

Receiving compliments and complaints is important to ensuring good quality local healthcare in Sheffield - helping us to find out more about what we’re getting right and what we can improve.

We hope this will help you to make your feelings and experiences known to the appropriate people. Should you have a complaint we hope this page will give you more information about what to do, who to contact and what happens next.

How do I raise a concern / informal complaint?

You can speak to any member of staff initially with your complaint.  This gives you the opportunity to resolve any concern you may have without it going through a formal process.

Most complaints are best resolved within the practice .  If you feel you do not want to contact the surgery directly, then you can contact the Patient Advice and Liaison Service (PALS).  PALS is a confidential service in the NHS, which aims to advise and support patients, their families and carers, and deals with concerns informally and quickly.
Find out more about the Patient Advice and Liaison Service.

You can also make an informal complaint by filling in a comments form online , or contact the the complaints team for a paper copy.

How do I make a formal complaint?

If you feel that your concerns cannot be resolved informally you can make a formal complaint to Dunninc Road Surgery.  Please outline your concerns in writing to him.

You can complain about NHS treatment or services. A relative or friend may be able to complain on your behalf. A complaint should be made within 12 months of realising that you have something to complain about. If you are complaining on behalf of someone else who is over 18, you must have their permission in writing. This is because we have a duty to protect the confidentiality of any information we have about patients.

What will happen next?

Stage 1   Local Resolution

We will acknowledge receipt of your complaint and offer to discuss the matter within two working days. The Practice Manager will investigate the issues raised. We aim to provide a response within 25 working days. However, some complaints are more complicated and may need more investigation. If this is the case we will discuss and agree an alternative timescale with you. We may also invite you to come for a meeting to discuss your concerns in more detail.

Interpreting Service

We can arrange for interpreting services to help people who may wish to complain, - where their first language is not English or where they need to communicate in other ways. Please contact the complaints team to request this.

Conciliation

If you are unhappy about the response you receive we can arrange a conciliation meeting between yourself, the relevant staff and an independent conciliator.  The conciliator will talk to both parties and try to help resolve matters for you.

Stage 2    Independent review

If you are not satisfied with the outcome of the local resolution, you may write to the Health Service Ombudsman within six months of receiving the final formal written response from NHS Sheffield. 

The Carers Federation - Independent Complaints Advocacy Service (ICAS)

If you require independent support, guidance and advice you can contact the Independent Complaints Advocacy Service.

Service evaluation and monitoring

When you register a concern or a complaint you will be asked to provide personal information about yourself and/or if you are not the patient, the patient themselves.  Information that will be collected includes:

  • name of patient/caller;
  • contact details;
  • date of birth (patient);
  • what the complaint is about;
  • ethnic group;
  • whether interpreting or other communication support services are required;
  • if you are not the complainant, written agreement from the patient to act on their behalf.

We will use annoymised details to consider themes and trends and most importantly, to improve our services wherever possible.

The Practice assures you that if you make a complaint it will not compromise the care of yourself or anyone else.

If you experience being treated differently as a result of raising a concern or a complaint this should be reported to the complaints team and would be taken up as a serious matter.

Contact Details

Via Dunninc Road Surgery or

Please contact any of the following. They are here to help you.

Complaints team
NHS Sheffield
722 Prince of Wales Road
Sheffield
S9 4EU
tel: 0114 305 1093 or 0114 305 1094
email: complaints@sheffieldpct.nhs.uk

PALS team
tel: 0800 085 7539
email: pals.manager@sheffieldpct.nhs.uk

The Carers Federation - Independent Complaints and Advocacy Service (ICAS)
tel: 0845 120 3734

If you feel that your complaint has not been resolved please contact:

The Health Service Ombudsman
Millbank Tower
LONDON   SW1P 4QP
tel:   0207 217 4051

You must ask the Health Service Ombudsman to review your complaint within six months of receiving a final formal written response from NHS Sheffield.

Compliments

We are very pleased to receive your compliments as they highlight areas of good practice and acknowledge the hard work of our staff. 

Remember it is your health that we want to care for. Help us to help you



 
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