Complaints

How To Complain

We recommend informing a member of staff about your concerns or problems as soon as they arise and we will try and sort them as soon as we can. Our staff will readily explain the complaints procedure to you and make sure that your concerns are dealt with promptly.

If you want to complain, please let us have all the details as soon as possible so we can investigate the problem. This can be via writing or verbally to a member of reception or the Practice Manager.

Written Complaint

Patients can make a written complaint to the Practice using the online form, sending an email to our generic email address sheffieldccg.beauchiefmp@nhs.net, or by sending a letter to the practice.

Complaining On Behalf Of Someone Else

Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else, we need to know that you have their permission to do so.

A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.

What We Will Do

We will contact you about your complaint within seven working days and offer to discuss with you the best way to investigate it, including the time scales to expect for a reply. We will aim to:

Find out what happened and what went wrong.
Respond with the findings of the investigation.
Apologise where this is appropriate.
Identify what we can do to make sure that the problem does not happen again.
Address the issue individually with specific members of staff involved if at fault.

You have the option to contact NHS England if you wish to complain about your experience with us. If you do decide to complain to our practice about any issue you feel appropriate, you have thereby given us the responsibility to handle your problem. Subsequently, you will not then be eligible to complain to NHS England in addition. We advise all patients to come to us with their problems as we aim to settle all disputes quickly and learn from our mistakes where they have been made.

NHS England (Open: Monday – Friday, 08:00 – 18:00)
NHS England
P O Box 16738
Redditch
B97 9PT

Telephone: 0300 311 2233

Email: england.contactus@nhs.net

(If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line)

Website: www.england.nhs.uk/contact-us/complaint/complaining-to-nhse

Sheffield Advocacy Hub

Patients can also seek support in making a complaint through the Sheffield Advocacy Hub

Website: www.sheffieldadvocacyhub.org.uk

If You Are Not Satisfied

If neither body helps resolve the issue, you have the right to approach the Ombudsman.

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033