HACKENTHORPE MEDICAL CENTRE
PATIENT COMPLAINTS PROCEDURE
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the attached form). She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Sheffield Advocacy Hub
Should you require advice or help with your complaint you can contact the Sheffield Advocacy Hub.
By post: Michael Carlisle Centre, 75 Osborne Road, Sheffield, S11 9BF
By telephone: Freephone 0800 035 0396
For more information please visit the Sheffield Advocacy Hub website:
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. 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 below.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 30 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations
TAKING IT FURTHER
Complaints about GP Practices are handled by NHS England.
By Post to NHS England, P O Box 16738, Redditch, B97 9PT
By email firstname.lastname@example.org
With ‘For the attention of the complaints manager’ in the subject line
0300 311 22 33 (Monday to Friday 8am to 6pm excluding Bank Holidays)
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Tel 0345 0154033