How to make a complaint

Across the Trust we take all complaints very seriously and wherever possible we use them to learn lessons and make changes and improvements to our services.

There are a number of ways you can make a complaint:

Please feel open to speak with any member of staff regarding your concerns. Staff are happy to listen to all concerns and will respond to them quickly and efficiently.

If you would prefer to speak with someone outside of the department you are concerned with you can contact the Patient Services Team on 0114 271 2400 or email PST@sth.nhs.uk . They will be happy to listen and offer further advice on how to make a complaint.

You can complete an anoymous online feedback form

You can also write to us regarding your concerns by sending your letter to the Chief Executive. All written complaints should be sent to

Sir Andrew Cash,
Chief Executive,
Sheffield Teaching Hospitals NHS Foundation Trust,
8 Beech Hill Road,
Sheffield,
S10 2SB.

What can you expect if you make a complaint?

When we receive your complaint we will contact you within 3 working days to acknowledge it, discuss with you what will happen next and ask you how you would wish to be kept informed about how your complaint is being dealt with.

We will advise you about support and advice which is available to you throughout the complaints process. We will do everything we can to investigate and try to resolve your complaint to your satisfaction and this may, for example, include inviting you to meet with us, offering mediation or seeking an independent opinion from another healthcare professional.

You are welcome to bring along a friend or relative to support you in any meetings you have with us.

If you make a complaint on someone else's behalf we may need to check that the patient involved gives their consent to our investigation.

We will ensure the right members of staff are involved in responding to your complaint and aim to reply to your concerns as quickly as possible, within a maximum of 25 working days. We will contact you if it is going to take more than 25 working days for us to provide a final response to your complaint and we will let you know the reasons for this.

We will respond to all complaints fairly and will take actions to directly improve our services as a result of complaints wherever possible.

Your complaint will be treated confidentially and will not affect your current or future care and treatment in any way.

If you make a complaint and are not happy with the outcome?

We will continue to do our best to resolve your concerns. This may include providing you with a further written response to your complaint.

If you are still unhappy after you have received our answer to your complaint you can contact:

Parliamentary and Health Service Ombudsman

Millbank Towers
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

The following video from the Parliamentary and Health Service Ombudsman explains how they can support you with your complaint.

The PHSO also provide a video in British Sign Language explaining the process for making a complaint about the NHS.


 

Further help and support

If you need further help and support to make your complaint from out of the NHS you can contact:

VoiceAbility (LINK)

The NHS Complaints Advocacy Service is a free and independent service that can help you make a complaint about a National Health Service (NHS)

Advocates can help you to understand the NHS Complaints process and support you in making a complaint about your issues. If you do not feel comfortable making a complaint by yourself, or you need support at any point during the complaints process, VoiceAbility can give you that support.

Helpline: 0114 4070 081 or 0300 330 5454

Text phone: 07860 022 939

Fax: 0300 0883762

Email: nhscomplaints@voiceability.org

Website: http://nhscomplaintsadvocacy.org/

VoiceAbility,
Courtwood House,
Silver Street Head,
Sheffield,
S1 2BH

HealthWatch (LINK)

Telephone: 0114 2536688

Email: info@healthwatchsheffield.co.uk
 

 
 

Additional Information

 
Rate this page: