Contact the practice

How to make a complaint

Making a Complaint

If you have any complaints or concerns about the services we provide or the care and treatment you have received from any of our team, please let us know.

We hope that most problems can be resolved 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, we would like you to let us know as soon as possible so we can investigate and resolve your issue. Please let us have details of your complaint within twelve months of the problem occurring.

Any member of the management team will be pleased to deal with any complaint both verbally or in written format- both posted or electronic. Our experience has found that by putting your problem down on paper helps you to put issues and incidents in chronological order and fully explain how problems arose – please provide us with as much information as can.

Please email your complaint addressed to the Practice Management Team to syicb-sheffield.greystonesmc@nhs.net

Written and Electronic Complaints

On receipt of a written complaint an acknowledgement letter will be sent within 2 working days. A member of the management team will then fully investigate the issue and send a final reply.

Verbal Complaints

A verbal complaint may be managed by any member of the management team. A verbal complaint need not be responded to in writing for the purposes of the Regulations if it is dealt with to the satisfaction of the complainant by the end of the next working day.

The Investigation of a Complaint

The practice will ensure that the complaint is investigated in a manner that is appropriate to resolve it speedily and effectively and proportionate to the degree of seriousness that is involved.

It may be that other bodies (e.g. secondary care/ Community Services) will need to be contacted to provide evidence. If this is the case, then a patient consent form will need to be obtained at the start of the process.

What you can do next:

We hope that, if you have a problem, you will use our practice complaints procedure as detailed above. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

In the event of anyone not wishing to complain to the practice, you can contact NHS South Yorkshire ICB, see details below:

How to make a complaint to NHS South Yorkshire ICB

From 1 July 2023, NHS South Yorkshire ICB took on delegated authority from NHS England for processing complaints in relation to the following primary care services in South Yorkshire:

• GP Medical Services
• General Ophthalmic Services
• Community Pharmacy Services
• Dental Services

To submit a complaint please contact them on:

By telephone: 0114 305 1000

By Email: syicb-sheffield.icbcomplaints@nhs.net

By Post: 197 Eyre Street, Sheffield, S1 3FG

Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman investigate complaints about UK government departments, other public organisations and the NHS in England

Tel: 0345 015 4033

www.ombudsman.org.uk

Their contact page here also gives information for people with special communication requirements, including sign language.

The Ombudsman also has some helpful advice about what information you should give to complainants here.