Complaints, Compliments and Comments
At Woodseats Medical Centre we're committed to putting our patients first. We want to know about your experience of our services.
Please tell us when you think we’ve done a good job and when you think that we can do better.
Your comments, complaints and compliments can help us to improve the services that we provide to all of our customers.
If you want to tell us something
We understand that sometimes you can be unhappy with something we have or have not done. Most problems can be resolved easily and quickly at the time they arise or shortly after. If this is not possible, please let us have details of your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.
Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.
We must adhere to the rule of medical confidentiality so we may not be able to provide confidential information without appropriate authority if you are not the patient.
What is a complaint?
A complaint is when you are unhappy with something that we may have done or said, the way that we may have acted, or with a decision we have made. When you make a complaint we would like you to work with us to help us look into what you think has gone wrong, why, and how we can learn from it.
When you make a complaint we will:
- Always treat your complaint seriously and with great importance.
- Always make contact with you and will try to contact you within 3 working days (it sometimes may be a little longer, but we will always contact you).
- Talk to you about it – what has happened, why it has made you unhappy and what you would like to see happen or changed as a result of your complaint.
- Ask someone to look into your concerns and provide you with a response within 14 working days, it sometimes may be longer if we need to fully investigate, but we will advise you of any extra time required.
We ask you to:
- Take time to think about the complaint you wish to make and the outcome you would like. It might be helpful to make some notes about the key points you wish to raise and the examples you have to support what has happened.
- Work with us to investigate your complaint. This may mean meeting with us, talking to us and sharing documents to support your complaint.
- Make sure you tell us everything that you wish to make a complaint about. It may be too late to add more information after we have agreed your complaint with you.
- Treat us with respect and dignity
Patient complaints are really important to us and provide us with an opportunity to learn from and improve our services to you.
How to make a complaint or a compliment
If you have a complaint or a suggestion it’s often easier to sort it out by talking to somebody at the practice. If you’ve done this already, and are still not happy, you can ask us to look into the matter in more detail and give you a written response.
How to contact us
You can also make a complaint or a compliment by:
- telephoning (0114) 2851040
- writing to the Business Manager at Woodseats Medical Centre, The Roddick Building, 900 Chesterfield Road, Sheffield , S8 0SH
- emailing firstname.lastname@example.org
- speaking to someone in the practice
What Happens Next?
If you feel that your complaint has not been resolved and you wish to make a formal complaint you can contact NHS England.
For more information visit:
If you are not happy with the way your complaint has been dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman visit the Parliamentary and Health Service Ombudsman website
Alternatively you can call 0345 015 4033, email: email@example.com
Or write to:
The Parliamentary and Health Service Ombudsman
Can I get help to make my complaint?
If you feel you would like help to make your complaint support is available. Some people may decide not to make a complaint because they are put off by the process, find it confusing or believe nothing will happen. If you are thinking about making a complaint it is important to know that you have access to local advocacy to help you make your complaint and provide support throughout the complaints process.
A NHS Complaints Advocate is independent of the NHS and may help you write a letter, attend a meeting with you or explain the options available to you. This service is free to anyone making a complaint about their NHS treatment or care.
The Sheffield Advocacy Hub is a single point of contact for all advocacy in Sheffield, the service provides advocacy for children, young people and adults who reside in Sheffield and who wish to make a complaint.
For more information contact:
Sheffield Advocacy Hub
Michael Carlisle Centre
75 Osborne Road
Freephone: 0800 035 0396
What is a compliment or comment?
A compliment is when you are happy with something that we may have done or said, the way that we have acted, or with a decision we have made. Your compliments will be shared and if it is about a person we will let them know. We will always try to contact you to thank you for the compliment you have made.
A comment is a suggestion or an idea that you have had about our services. Your comment will be shared with the service.