HOW DO I MAKE A COMPLAINT?
If you have a complaint or are concerned about the service you have received from the doctors or any of the staff working at the practice, please let us know.
We hope that most problems can be sorted out 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, please let us know as soon as possible. Ideally, this should be within a matter of days or at the most, a few weeks. In this way it helps us to establish what happened more easily.
There is a maximum time limit for making complaints – complaints should be made within 12 months of realising that you have something to complain about. Complaints can be made in writing or verbally
WHO SHOULD I CONTACT?
Complaints should be addressed to:
Mrs Christine Hitchmough
The Flowers Health Centre
87 Wincobank Avenue
Sheffield S5 6AZ
Or any of the doctors.
It will be a great help if you can be as specific as possible about your complaint.
WHAT WILL THE PRACTICE DO?
When we look into your complaint we aim to:
- Acknowledge your complaint within three working days.
- Agree a timescale for a response to be sent to you.
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned if you would like this.
- Make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
We also aim to have looked into your complaint as soon as possible and then be in a position to offer you an explanation or a meeting with the people involved.
WHAT IF I AM COMPLAINING ON BEHALF OF SOMEONE ELSE?
We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so and that they are aware that their confidential medical information may be shared with you.
A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.
If you prefer not to discuss your complaint with the practice you can contact NHS ENGLAND to discuss your concerns.
HELP WITH MAKING A COMPLAINT
Independent Complaints Advocacy Service (ICAS) is a free and confidential service, who offers support regarding NHS complaints.
NHS Complaints Advocacy
VoiceAbility South Yorkshire
Unit 12 Oakwell Business Centre
Oakwell View, Off Pontefract Road
Barnsley S71 1HX
Helpline number: 03003305454
IF YOU ARE DISSATISFIED WITH THE OUTCOME OF THE LOCAL INVESTIGATION
You have the right to approach the Ombudsman as the second and final stage of the NHS complaints procedure.
Contact details are:-
The Parliamentary and Health Service Ombudsman
Telephone 0345 015 4033