Comments, Compliments, Complaints and Suggestions

Making a Complaint

If you have any complaints or concerns about the services we provide or the care and treatment you have received from any of our team, please let us know.

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible so we can investigate and resolve your issue. Please let us have details of your complaint within twelve months of the problem occurring.

The complaints manager or the management team will be pleased to deal with any complaint both verbally or in written format- both posted or electronic. Our experience has found that by putting your problem down on paper helps you to put issues and incidents in chronological order and fully explain how problems arose – please provide us with as much information as can. Please hand in or post your complaint addressed to the Practice Management Team.

What shall we do

Written and Electronic Complaints

On receipt of a written complaint an acknowledgement letter will be sent within 1 working day. The complaints manager, or a member of the management team will then fully investigate the issue and send a final reply.

Verbal Complaints

A verbal complaint may be managed by any member of the management team.

A verbal complaint need not be responded to in writing for the purposes of the Regulations if it is dealt with to the satisfaction of the complainant by the end of the next working day.

The Investigation of a Complaint

The practice will ensure that the complaint is investigated in a manner that is appropriate to resolve it speedily and effectively and proportionate to the degree of seriousness that is involved.

It may be that other bodies (e.g. secondary care/ Community Services) will need to be contacted to provide evidence. If this is the case, then a patient consent form will need to be obtained at the start of the process.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

In the event of anyone not wishing to complain to the practice, you can contact NHS South Yorkshire ICB, see details below:

How to make a complaint to NHS South Yorkshire ICB

From 1 July, NHS South Yorkshire ICB took on delegated authority from NHS England for processing complaints in relation to the following primary care services in South Yorkshire:

• GP Medical Services
• General Ophthalmic Services
• Community Pharmacy Services
• Dental Services

To submit a complaint please contact them on:

By telephone: 0114 305 1000

By Email: syicb-sheffield.icbcomplaints@nhs.net

By Post: 197 Eyre Street, Sheffield, S1 3FG

If you remain dissatisfied with the responses to your complaint you can refer your complaint to the Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ  or visit the ‘making a complaint page’ at Making a complaint | Parliamentary and Health Service Ombudsman (PHSO) (to complain online to download a paper form). Alternatively the complainant may call the PHSO Customer Helpline on 0345 015 4033 from 8.30am to 5pm, Monday to Thursday, 8:30 – 12 Friday except bank holidays. Calls are charged at local or nation rates.

Reasonable Adjustments for patients with a learning disability, autism or both.

We understand that people with a learning disability, autism or both may find it harder than other people to give feedback, raise a concern or make a complaint. It is your right to be able to do this and we will make reasonable adjustments to support you with this process, please see the links below which contain easy read guides around giving feedback, raising a concern or making a complaint, as well as an easy to fill out feedback form to support you with this process.

If you would like us to provide you with a printed version of these documents, please ask our reception team and we are happy to provide these to you.

If you have a learning disability or learning disability and autism 

Ask Listen Do Easyread Booklet

Easyread feedback concern and complaint form

If you are autistic:

This is a different booklet with useful advice and information about feedback, concerns and complaints from autistic people. It also has a separate form you can use for reporting your feedback, concerns or complaints.

Please click the links below to access the easy read booklet and feedback form:

Ask listen Do Autism Booklet

Ask Listen Do Autism Feedback Form

Support With Making Your Complaint

Complaint Advocacy is provided by The Sheffield Advocacy Hub- https://sheffieldadvocacyhub.org.uk or 0800 035 0396 (Open Monday to Friday 9am to 5pm).

The Sheffield Advocacy Hub can provide information on the complaints process, and if required, support you to make your complaint.

The support is free, confidential and independent of the NHS.

Have Your Say

Share Your Ideas

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Please share any of your ideas and suggestions to help us improve our services.

Suggestion Box

We have a suggestions box available in reception at both sites along with the option to submit ideas online, click here to access the suggestion form.

Family and Friends Feedback

The NHS Friends and Family Test (FFT) was created to help medical practices and other healthcare providers understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.

Filling out the FFT form

You will be asked to answer the question: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

You can rank your answer from “extremely likely” to “extremely unlikely”. You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or is not working.

The FFT is available in practice or can be completed online below or click here to access the FFT form online.

Patient Participation Group

A Patient Participation Group was formed by the practice in 2011 and regular meetings are held where all members of the group are invited into the practice. The meetings give the practice feedback and ideas from the perspective of patients.

The minutes from the meetings are available to view on the website; click here to visit the Patient Group page.

Please speak with our reception team should you wish to join our group.