COMPLAINTS & COMPLIMENTS

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

If you are unhappy about any aspect of the service that we provide, please let us know.  We operate a practice complaints procedure which is part of the NHS scheme for resolving complaints, swiftly and confidentially.

Alison Broadhead, our practice manager, is responsible for running our own scheme—but you can talk with any member of the practice staff, if you wish to make a complaint. Our practice complaints leaflet, which tells you how to make a complaint and how we will handle it, is available from reception.

We hope that you never need to express dissatisfaction but, if you do, we’ll do our very best to put things right  Your views are welcome as they help us to improve our service to you.  Any comments will be treated in confidence. You will receive an acknowledgement within 3 working days and a full response within 10 working days.

If you want to raise a concern about your NHS care but would rather not contact the surgery directly you can speak to  The Sheffield patient services team on 0114 2712400 or email them at PST@sth.nhs.uk.

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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