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The Practice will make every effort to resolve any issues you may have as we are made aware of them. If you have any concerns, please raise them in a polite manner with a member of our team and they will be happy to help.
If you remain unsatisfied with your experiences at the surgery then you may raise a formal complaint to be investigated further. Complaints can be raised up to 12 months from the date on which the event occurred, or 12 months from the date at which you become aware of the issue.
A complaint may be raised to either the Practice directly or to the NHS England complaints team.
We aim to acknowledge receipt of complaints within 3 working days and aim to provide a full response within a further 10 days from this. We will aim to respond in the same manner which your complaint was made.
Further information can be found at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/
Anyone may make a complaint on behalf of someone else and act as their representative if they are unable to do so themselves. In order to proceed with the complaint, we do require consent from the person to whom the complaint relates to that they wish us to speak to the representative. In order to avoid any delay, this is best provided as a signed written statement alongside the complaint.
If you have received your response from the Practice or NHS England and still remain unhappy or disagree with the decision, you have the right to contact the Parliamentary and Health Service Ombudsman. If you have any questions about whether the Ombudsman may be able to help you, or about how to log you complaint, please contact their helpline on 0345 015 4033 (calls are charged at a local rate wherever you are in the UK) or e-mail firstname.lastname@example.org. Further information on the services the ombudsman can provide can be found at www.ombudsman.org.uk.
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If you require help in making a complaint to the Practice or NHS Egland, information and support is available for residents of Sheffield and the surrounding areas from the Sheffield Advocacy Hub. They can help you with things such as:
The service will aim to tailor their support to meet individual needs in each case.
The service can be contacted on 0800 035 0396 or via email@example.com.
Their website can be found at: https://sheffieldadvocacyhub.org.uk/
All our face to face services are now closed until further notice. Please follow these links for up to date information
To find out the latest information produced by Government about Coronavirus and how it affects you: https://www.gov.uk/coronavirus
If you still need to talk to someone, you can get help by telephone:
This page contains a brief summary of some of the common feedback we have received from patients and the steps the Practice try and address these issues.
With the onset of COVID-19, all GP Practices across England were forced to change the way they worked in a short space of time. We understand that the switch to telephone consultations and changes to our services may have been inconvenient for some patients, but we are constantly reviewing the changes we can make whilst remaining safe and secure for all patients and staff.
Patients said that phone lines were often busy when ringing at 8:15am to book an appointment. A queuing system was commonly requested.
Patients said that they were unable to book an appointment outside their normal working hours.
Patients said that they were unable to get to see/speak to a GP to re-authorise long-term medication.
One way for us to gather feedback and listen to our patients is via our Patient Participation Group (PPG). This is a group of patients who are consulted on major proposed changes to thePractice that may affect the patient experience. This is done virtually via an e-mail list and all members are also invited to attend an annual meeting hosted at the Practice.
We are actively looking for new volunteers to be a part of the PPG and join the virtual group. We are looking for a wide range of people, of different ages, ethnicities, genders and backgrounds to make sure all views are represented.
If you feel that you may be able to contribute or have any questions about the group, please let us know and our Practice Manager will be happy to contact you to to discuss further. Contact details can be sent to firstname.lastname@example.org and we will get back to you.
(Please be aware that this forum is not appropriate to discuss complaints. If you have any concerns then these should be raised via the Practice complaints procedure. Please see the relevant tab for further information).
Contact the Patient Group with your feedback, suggestion, comment or question. Please do not use
this form for complaints - these should always be directed to the Practice Manager
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