Help making a complaint - health services
Where should you start?
For many people, the first step to making a complaint is taking some time to think about what went wrong, what the service could have done better, and what you'd like to happen as a result of your complaint. This will help you to make the complaint as well as helping the service to address your concerns.
The outcome you want could include:
- Getting access to the care you need
- Improving the service, so other people don’t have the same experience you had
- Receiving an explanation of what went wrong and an apology.
- Getting someone disciplined or prosecuted.
- Getting compensation
Timeframe
You normally have 12 months after an incident (or after becoming aware of an incident) to make a complaint.
Preparing to make a complaint
It can help to put together any documents relating to the problem so that you are able to talk about these during the complaints process. This could include accessing your medical records. You may also want to gather other information to help you prepare for your complaint - such as reading the complaints policy from the organisation to help you know what to expect.
Who should you contact?
Once you've decided to make a complaint, you need to know who to contact. This will depend on who delivers or commission (pays for) the NHS service.
If you received care in hospital (e.g. Northern General Hospital)
Sheffield Teaching Hospitals NHS Foundation Trust
sth.pals@nhs.net (Patient Advice and Liaison Service)
0114 271 2400 (Patient Advice and Liaison Service)
If your care was provided by Sheffield Health and Social Care Trust (e.g. most mental health, learning disability, and substance misuse services in the city)
Sheffield Health and Social Care NHS Foundation Trust
complaints@shsc.nhs.uk (Complaints Team)
0114 2718956 (Complaints Team)
If your care relates to children's services (e.g. Sheffield Children's Hospital, Ryegate Centre)
Sheffield Children's NHS Foundation Trust
scn-tr.pals@nhs.net (Patient Advice and Liaison Team)
0114 271 7594 (Patient Advice and Liaison Team)
If your care was provided by a GP, optician, dentist, or pharmacist; you have two choices (you cannot make a complaint to both)
Contact the Practice Manager of the service by telephone, email, or post.
Complain to South Yorkshire Integrated Care Board ( SYICB)
What next?
The organisation should respond to your complaint within the timeframe set out in their complaints policy. They may wish to arrange a further conversation or meeting with you to help them fully understand the issue or discuss a solution.
Hopefully the complaint will be resolved in a way that you're happy with.
If you are not happy with the way the complaint is resolved, then you have the right to escalate it. You can do this via the Parliamentary and Health Service Ombudsman - they will review the complaint independently and make a final decision.
Do you need support making a complaint?
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.Sheffield Advocacy Hub
Talk to us
0114 253 6688
