Complaints Policy

Complaints Procedure

If you have a complaint or concern about the service you have received from our Practice, we are keen for you to let us know as soon as possible after the event. This should be ideally within a few days as this helps us establish what happened more easily.

Our Practice operates a complaint procedure as part of the wider NHS complaints system which meets, or exceeds, national criteria.

How to complain

Complaints can be submitted in the following ways:

• In writing, either by letter or email
• By telephone to a member of our Reception Team, in the first instance: 0114 229 3090

If submitting your request in writing please include:

• What or who you're complaining about;
• What happened and when;
• What you'd like to be done to resolve your complaint;
• Your contact details.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided at reception.

What we will do

We will acknowledge your complaint within 3 working days, and will outline our complaints procedure within this acknowledgement. Following an investigation into the complaint, you will be informed of the outcome within 25 working days from the date the complaint was originally received.

Taking it further

NHS South Yorkshire

When submitting a complaint to NHS South Yorkshire please can you include the specific area that your complaint is in reference to i.e. Rotherham, Doncaster Barnsley or Sheffield.

NHS South Yorkshire 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:

• Telephone: 0114 305 1000
• Online: Contact the ICB

What happens if I prefer to complain directly to the commissioning organisation?

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should contact NHS South Yorkshire using the above contact details.

Members of the public will still be able to make a complaint to the provider. This is NOT changing.

Find out more about how to give feedback or make a complaint about an NHS service

Sheffield NHS Complaints Advocacy

Do you have a complaint about a NHS service? Do you live in Sheffield?

They can provide information on the complaints process, and if necessary, support you to make your complaint.

For more information, please visit the Sheffield Advocacy Hub website

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

Ombudsman

If you remain dissatisfied with the outcome, you may refer the matter to The Parliamentary and Health Service Ombudsman.

Visit the Parliamentary and Health Service Ombudsman website