Feedback & Complaints

We value our patieints opinions and welcome all comments and suggestions as we are always striving to improve the services we offer.

Please send any comments, suggestions or praise to us via the email below

Alternatively we accept written comments which you can do by obtaining a complaint form from either surgery.

Making A Complaint

Most problems can be solved quickly and easily, often at the time they arise and this may be the approach you try first. Where you are not able to resolve complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possibly after the even and ideally after a few days. This helps us to establish what happened more easily. In any event, this should be:

• Within 12 months of the incident, or;
• within 12 months of discovering you have a problem
• If you are a registered you can complain about your own care. You are unable to complain about someone elses care without their consent (see below).

Written complaints should be sent to either:

SHECCG.BurncrossSurgery@nhs.net

Or

Complaints Manager

Chapelgreen Practice

Highgreen Health Centre

Thompson Hill

Sheffield

S35 4NF

 

What We Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days and will agree with you a time period for resolving your complaint. You will then receive a formal reply in writing and may be invited to meet with person(s) concerned if this is deemed necessary.

When looking in to a complaint we attempt to see what has happened and why and to see if there is something that we can learn from this.

The final response letter will include details of the result of your complaint and also your right to escalate the matter futher if you remain dissatisfied with the response.

 

Complaining On Behalf Of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require written consent from the patient to enable you to speak on their behalf. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your cover letter.

We may need to correspond directly with the patient, or may be able to deal directly with the third party depending on the wording of the consent letter.

By post:
NHS England, PO Box 16738, Redditch, B97 9PT

By Email:
england.contactus@nhs.net

With ‘For the attention of the complaints team’ in the subject line.

By telephone:
0300 311 22 33 (Monday to Friday 8am to 6pm, except Wednesdays when open at a later time of 9.30am, excluding English Bank Holidays)

For more information please visit the NHS England website: http://www.england.nhs.uk/contact-us/complaint/complaning-to-nhse/

Help With Making A Complaint

The Sheffield Advocacy Hub Citizens Advice offer a free and confidential service. The service provides NHS complaints advocacy for children, young people and adults who reside in Sheffield and who wish to make a complaint through the NHS complaints procedure. It is a statutory service and everyone has the right to access an advocate.

More information can be found on the website www.sheffieldadvocacyhub.org.uk

Contact details are:-
Sheffield Advocacy Hub
Citizens Advice Sheffield & Law Centre,
The Circle, 33 Rockingham Lane, Sheffield S1 4FW
Email referrals@sheffieldadvocacyhub.org.uk

Call 0800 035 0396 / Fax 0114 250 9495