We cannot always be perfect all of the time, so should you feel that you have reason to complain, please ask to speak confidentially to the Practice Manager who will investigate. If you feel unable to complain at the time you may contact the Practice Manager later, in writing, by telephone or in person.
You may ask at reception for a copy of our complaints procedure. This document is also on display in the waiting room and you may peruse it at any time.
We do follow national guidelines for dealing with complaints and will acknowledge your complaint with 2 working days.
We hope to have resolved your complaint within 25 working days.
How to make a compliment or complaint about local health services - including GPs, dentists, pharmacists and optometrists
Whether you are happy or unhappy with the care and treatment that you have received, please get in touch and let us know your views.
Receiving compliments and complaints is important to ensuring good quality local healthcare in Sheffield - helping us to find out more about what we’re getting right and what we can improve.
We hope this will help you to make your feelings and experiences known to the appropriate people. Should you have a complaint we hope this page will give you more information about what to do, who to contact and what happens next.
How do I raise a concern / informal complaint?
You can speak to any member of staff initially with your complaint. This gives you the opportunity to resolve any concern you may have without it going through a formal process.
Most complaints are best resolved within the practice and these should be made via the Practice Manager.
If you feel you do not want to contact the surgery directly, then you can contact the NHS Complaints team on
NHS England
PO Box 16738
Redditch
B97 9PT
By email to: england.contactus@nhs.net
If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33
Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.
Sheffield Advocacy
Tel : 0800035 0396
Email: info@sheffieldadvocacyhub.org.uk
www.sheffieldadvocacyhub.org.uk
If you need help to make a complaint you can contact Sheffield Advocacy Hub. They can provide information on the complaints process, and if necessary, support you to make your complaint. Their support is free, confidential and independent of the NHS
Useful information is also available at
https://www.ombudsman.org.uk/
How do I make a formal complaint?
If you feel that your concerns cannot be resolved informally you can make a formal complaint to Dunninc Road Surgery. You can do this either in writing ,verbally or in person to the Practice Manager.
People can complain to the practice OR NHS England. Information about how to complaint to NHS England is available at
https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/
You can complain about NHS treatment or services. A relative or friend may be able to complain on your behalf. A complaint should be made within 12 months of realising that you have something to complain about..
What will happen next?
Stage 1 Local Resolution
We will acknowledge receipt of your complaint and offer to discuss the matter within two working days. The Practice Manager will investigate the issues raised. We aim to provide a response within 25 working days. However, some complaints are more complicated and may need more investigation. If this is the case we will discuss and agree an alternative timescale with you. We may also invite you to come for a meeting to discuss your concerns in more detail.
Interpreting Service
We can arrange for interpreting services to help people who may wish to complain, - where their first language is not English or where they need to communicate in other ways. Please contact the complaints team to request this.
Conciliation
If you are unhappy about the response you receive we can arrange a conciliation meeting between yourself, the relevant staff and an independent conciliator. The conciliator will talk to both parties and try to help resolve matters for you.
Stage 2 Independent review
If you are not satisfied with the outcome of the local resolution, you may contact the Health Service Ombudsman on 0345 015 4033 or you can visit their website below for more information.
https://www.ombudsman.org.uk/
Service evaluation and monitoring
When you register a concern or a complaint you will be asked to provide personal information about yourself and/or if you are not the patient, the patient themselves. Information that will be collected includes:
- what the complaint is about;
- whether interpreting or other communication support services are required;
- if you are not the complainant, written agreement from the patient to act on their behalf.
We will use anonymised details to consider themes and trends and most importantly, to improve our services wherever possible.
- Please note that it is not mandatory that you supply any details around ethnicity.
The Practice assures you that if you make a complaint it will not compromise the care of yourself or anyone else.
If you experience being treated differently as a result of raising a concern or a complaint this should be reported to the complaints team and would be taken up as a serious matter.
Compliments
We are very pleased to receive your compliments as they highlight areas of good practice and acknowledge the hard work of our staff.
Remember it is your health that we want to care for. Help us to help you