MMR (measles, mumps and rubella) Vaccination Campaign Return your used inhalers to a pharmacy to help reduce your carbon footprint Social Prescribers & First Contact Physiotherapists Sheffield is full of welcoming, warm places Working Win South Yorkshire Chaplaincy & Listening Service Supporting children and young people to swallow tablets and capsules: Streptococcus A (strep A) Listening Service Disabled Patients & Carers
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.
Written and Electronic Complaints
On receipt of a written complaint an acknowledgement letter will be sent within 24 hours. The complaints manager, or a member of the management team will then fully investigate the issue and send a final reply.
A verbal complaint may be managed by any member of the management team.
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.
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 complaint to the practice they should be directed to make their complaint to NHSE at:
By telephone: 03003 11 22 33
By email: England.firstname.lastname@example.org
By post: NHS England, PO Box 16738, Redditch, B97 9PT
In those cases where a complaint is made to NHS England, the practice will comply with all appropriate requests for information and co-operate fully in assisting them to investigate and respond to the complaint.
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.
Complaint Advocacy is provided by The Sheffield Advocacy Hub- https://sheffieldadvocacyhub.org.uk
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.
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.
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.