General Information

We aim to provide the highest level of service to patients and carers at all times. If you are not happy with the care and treatment you have received or if you would like to pass on your compliments please contact us. The most effective solution is to tell us immediately if you are not happy with our service, we then have the opportunity to put things right as soon as possible. If this is not an option then there are several methods of registering a complaint:

In person: Ask at reception to speak to the Practice Manager or the Office Supervisor.

If the problem is with one of the doctors or one of the nurses then you may wish to speak to another doctor another nurse or the Practice Manager.

By Telephone: Ask to speak to one of the people listed above.

Using a Complaints Form: The forms are available from staff at the front desk. If you need assistance completing the form a member of staff will be able to help.

• Any complaint will be acknowledged within 3 working days. This may be by telephone in the first instance or by written reply.

• If investigations are needed then this will be explained and further correspondence will follow with details and responses.

• Please remember that there is a strict code of confidentiality within the practice and if you are making a complaint on behalf of another person or family member we do need their permission before we can discuss any aspect of their care. If the person concerned is not able to provide permission we need a recognised carer registered to our Carer’s Register on their behalf.

If none of these are appropriate then there are other people who will help you.

1. (PALS) PCT Patient Advice and Liaison Service.
Patient Liaison Officer: Peter Conlan
Sheffield PCT
5 Old Fulwood Road
Sheffield S10 3TG

Telephone: 0114 271 1250

2. PCT Complaints co-ordinator: Debbie Hopkinson
Sheffield PCT
Don Valley House
Saville Street East
Sheffield S4 7UQ

Telephone: 0114 226 4554

Both the PALS office and the Complaints Co-ordinator are able to send you a patient information leaflet giving further details of the complaints Procedure within Primary Care.

3. Yorkshire and Humberside Independent Complaints Advocacy Service.

Telephone: 0845 120 3734

4. If you feel that your complaint has not been satisfactorily resolved you are entitled to seek further assistance from The Health Commission
Freepost NAT 18958
Complaints Investigation Team
Manchester M1 9XZ

Telephone: 0845 601 3012

You may also wish to be aware of the policy of Sheffield Primary Care Trust concerning complaints and compliments which provides additional information and the framework which the practice follows.

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