COMPLAINTS & COMPLIMENTS

Please give us your feedback
It is important that we know what is going well, and what could be improved. You can give us your feedback in a number of ways:
• Contact the practice manager by emailing SHECCG.ManchesterRdSurgery@nhs.net
• Complete the Friends and Family Test – forms are available from reception
• Leave a review at www.careopinion.org.uk
• Join our practice patient group!
• Every year there is a national GP Patient Survey. The survey is sent to a sample of patients during January to March. If you are sent the survey, please fill it in.

Complaints
We try to provide the best service possible, but sometimes things do go wrong. We always try to learn and improve from complaints.
If you make a complaint, we will:
• Acknowledge your complaint within three working days
• Offer to discuss your complaint with you where appropriate and agree a timeframe for responding
• Investigate and, where appropriate, respond to your complaint fully

How to complain

You can make your complaint directly to the practice or to NHS England.

How to complain to the practice:
Please make your complaint in the way that is most convenient for you
• Phone: and ask to speak to the practice manager or deputy
• In person: You can ask to speak to the practice manager (who may have to offer you an appointment if they can’t see you straightaway) or please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.
• Email: SHECCG.ManchesterRdSurgery@nhs.net
• In writing: Addressed to the practice Manager Manchester Road Surgery 484 Manchester Road Sheffield S10 5PN
If you have any communication needs please let us know so that we can meet your needs during the complaints process.

How to complain to NHS England:
You can complain or give feedback:
• Post:
NHS England
PO Box 16738
Redditch
B97 9PT
• Email: england.contactus@nhs.net (If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line)
• Phone: 0300 311 22 33
• For more information go to https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/

Sheffield Advocacy Hub 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.
• Email: info@sheffieldadvocacyhub.org.uk
• Phone: 0800 035 0396
• Website: https://sheffieldadvocacyhub.org.uk/

The Parliamentary and Health Service Ombudsman:
If you are not happy with how we deal with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints. Their service is free for everyone.
• Phone: 0345 015 4033
• Website: www.ombudsman.org.uk
• Text ‘call back’ with your name and mobile number to 07624 813 005. The text will be charged at your standard text rate. You will receive a call back within one working day at no cost to you.
• Use the complaint form: https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms

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 access your medical records.
You will be able to have a consultation with a clinician 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 and keep your telephone numbers up to date, 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 or are truly housebound.

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 online services or the prescription order line to request your repeat prescription whenever possible.

Do let us know whenever you feel we have not met our responsibilities to you and 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 as per our practice policy.

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