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 Advice and Liaison Service on 0114 271 2400 or email sth.pals@nhs.net. They will be happy to listen and offer further advice on how to make a complaint.

How to make a complaint (BSL)

Click here for a complaints 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

Kirsten Major,
Chief Executive,
Sheffield Teaching Hospitals NHS Foundation Trust,
8 Beech Hill Road,
Sheffield,
S10 2SB.

Writing a formal complaint and deadlines for making a complaint

It is better if a formal complaint is made as soon as possible after the events that you want to complain about took place. This makes it easier for everyone to remember what happened. Complaints should be made within a year of the date of the event.

We will need as much information as you can give and if you're raising more than one concern, make the points that you would like answered clear. This will help us to cover all your concerns.

You can ask a friend or relative to raise a concern or complaint on your behalf. If you do, we'll ask you to sign a consent form, giving us permission to disclose your personal information to this person.

If you want to make a complaint, but are finding this difficult, please contact the PALS Team and we will advise you about the support available or offer advice to make sure your concerns are heard.

What you can expect

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 an agreed timescale. We will contact you if it is going to take more than we have advised 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?

If, after you have received our written response, you are still unhappy you can request an independent review of your complaint.

You'll need to write to the Parliamentary and Health Service Ombudsman (PHSO), requesting a review. You should usually take your complaint to the Ombudsman within a year of when you first became aware of the problem.

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

If, after you have received our written response, you are still unhappy you can request an independent review of your complaint.

You'll need to write to the Parliamentary and Health Service Ombudsman (PHSO), requesting a review. You should usually take your complaint to the Ombudsman within a year of when you first became aware of the problem.

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:

Sheffield Advocacy Hub

www.sheffieldadvocacyhub.org.uk/
Telephone: 0800 035 0396
Fax: 0114 250 9495
Email: info@sheffieldadvocacyhub.org.uk

HealthWatch (LINK)

Telephone: 0114 2536688

Email: info@healthwatchsheffield.co.uk
 

 
 

Additional Information

Helpful information and useful contact details

Switchboard Number – Should you wish to be put through directly to a ward or department, the number for our Switchboard Operators is 0114 243 43 43.

Single Point of Access (SPA) – If you have a query about District Nurses, Community Therapists (including Physiotherapists), Active Recovery, etc they are available by telephone on 0114 22 66500

 
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