Patient Feedback

Comments, suggestions and complaints

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing and pass them to Reception staff or place them in the Suggestion Box in the foyer, or email the Practice Manager on sheccg.pitsmoorsurgery@nhs.net.

Complaints procedure

We always try to offer the best service possible, but there may be times when you feel this has not happened. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If you are dissatisfied with any aspect of our service and you may wish to complain.

You can either speak with or write to the Practice Manager giving full details and the issue will be thoroughly investigated. All complaints are acknowledged and investigations carried out as swiftly as possible. We will try to address your concerns, provide you with an explanation and discuss any actions that may need to be taken.

If you have a complaint or are concerned about the service you have received from the doctors or any of the staff working at the practice, please let us know.

There is a maximum time limit for making complaints – complaints should be made within 12 months of realising that you have something to complain about. 

It will be a great help if you can be as specific as possible about your complaint.

What will the practice do?

When we look into your complaint we aim to:

  • Acknowledge your complaint within three working days.
  • Agree a timescale for a response to be sent to you.
  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned if you would like this.
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

 We also aim to have looked into your complaint as soon as possible and then be in a position to offer you an explanation or a meeting with the people involved.

What if I am complaining on behalf on someone else?       

We keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so and that they are aware that their confidential medical information may be shared with you.

 A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

 If you prefer not to discuss your complaint with the practice you can contact NHS ENGLAND to discuss your  concerns.  

Help with making a complaint

 More information can be found on the website www.sheffieldadvocacyhub.org.uk, or contact:

       Sheffield Advocacy Hub

Citizens Advice Sheffield

Michael Carlisle Centre

75 Osborne Road

Sheffield   S11 9BF

Freephone 0800 035 0396    

Email: referrals@sheffieldadvocacyhub.org.uk

There is also the NHS Complaints Advocacy VoiceAbility service, more information can be found on their website at www.nhscomplaintsadvocacy.org, or via the contact details below:

Telephone:   03003305454

Email: nhs.complaints@voiceability.org

If you are dissatisfied with the results of the local investigation

You have the right to approach the Ombudsman as the second and final stage of the NHS complaints procedure. Contact details are:

       The Parliamentary and Health Service Ombudsman

11th Floor  Millbank Tower

Millbank

SW1P 4QP

Telephone 0345 015 4033

www.ombudsman.org.uk

Care Quality Commission (CQC)

Our service is regulated and inspected by the Care Quality Commission (CQC). Please offer your feedback on care you have received from us via: CQC Feedback

Patient Feedback Form

Please help us improve our services and your patient experience by completing the below questions.
Any field marked with * is mandatory

If you wish to remain anonymous these questions are optional.
Birth Sex
Age*
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2.1
Do you feel confident in the overall service offered by the practice?
2.2
Are you able to hear your name being called when it is your turn to be seen by the clinician?
2.3
Is the amount of time you are typically kept waiting in the waiting room for your appointment acceptable?
2.4
When a clinician is running very late, is the reason for such a delay explained to you?
2.5
Are you satisfied with the typical length of time you have to wait to be given a suitable appointment to see a doctor or nurse?
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3.1
Are you satisfied with the typical length of time it takes you to get through to reception on the telephone?
3.2
Are you satisfied with the typical length of time you are kept waiting to speak to a receptionist if you have come in to the surgery with a query?
3.3
Are you satisfied with the typical time it takes the practice to turn around a prescription request?
3.4
Are you satisfied with the clarity of medical information given to you by health care professionals at the practice?
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4.1
Do you feel in general that the clinicians at the practice treat you with respect?
4.2
Are you satisfied that the way the doctors' dress is appropriate?
4.4
Do you feel suitably informed about the range of services available at the practice (such as different ways of ordering your prescription, telephone consultations online appointments, pre-bookable GP appointments in the early morning/ late evening/ weekend)?
4.5
Are you satisfied with our commitment to disability related access to healthcare?
4.6
Are you satisfied with the mix of genders and ethnicity of the practice employees?
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