COMPLAINTS & COMPLIMENTS

We aim to give you the highest possible service at all times but just occasionally, things might go wrong!

Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Manchester Road surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager, Alison Broadhead Practice manager. If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint and they will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233
england.contactus@nhs.net
You can also speak to The Sheffield patient services team on 0114 2712400 or email them at PST@sth.nhs.uk.
A complaint can be made verbally or in writing. A complaints form is available from reception or you can complain via email to SHECCG.ManchesterRdSurgery@nhs.net

Time frame for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The complaints manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the progress of you complaint.

Investigating complaints

Manchester Road surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Manchester Road surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints. Manchester Road surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.

Final response

Manchester Road surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.

What You Can Expect From Us – Your Rights

You have a right to confidentiality
You have the right to see your medical records subject to the limitation of the law
You will be seen the same day if your problem is urgent
You will be informed if there will be a delay of more than 20 minutes for your appointment
Your repeat prescription will be ready or for collection 48 hours after your request

If you are dissatisfied with us, or the service we provide, you have the right to leave our list and register with another doctor.

What You Can Do For Us.

Your Responsibilities To Us

Help us make the whole process run as smoothly as possible. This means treating all surgery staff with kindness and respect. Their job is to help you.

Please do not ask for information about anyone other than yourself. The Data Protection Act does not allow this in the interests of patient confidentiality.

Tell us of any change of name or address, so that our records are accurate.

Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend surgery, and night visits should be for emergencies only.

Cancel your appointment if you are unable to attend.

Be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency.

Use the tear off slip or a written letter to request your repeat prescription whenever possible.

Do let us know whenever you feel we have not met our responsibilities to you
We would, of course, be pleased to hear when you feel praise is due as well

In The Unlikely Event

In the unlikely event, that patients persistently and repeatedly ignore their own responsibilities to us and to other patients, we have the right to remove them from our register.

Similarly, patients who are violent or seriously abusive towards any of the practice staff and other patients, will be removed from our register.

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