Dr J Poyser and Partners
Tramways and Middlewood Medical Centre
COMPLAINTS PROCEDURE LEAFLET
At Tramways and Middlewood Medical Centres, we pride ourselves on providing a first class service to our patients.
However, from time to time, mistakes can be made, or misunderstandings arise, that necessitate the implementation of our Complaints Procedure.
This document which is a resume of our full policy is intended to explain this procedure, and our commitment to you, as a patient, during this process.
HOW DO I MAKE A COMPLAINT?
If you have a complaint, or are concerned about the service you receive from the Doctors, or any of the staff working here, please let us know.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.
If this is not the case and you wish to make a complaint, please let us know within a few days, or at the most a few weeks of the incident occurring. In this way, it helps us establish what happened more easily.
WHAT WILL THE PRACTICE DO?
We will:
v Acknowledge your complaint within 3 working days.
v Contact you in person to establish the scope of the complaint, the timescale and
how you would like to communicate.
v Investigate the complaint thoroughly.
v Make it possible to discuss the problem with those concerned, if you wish.
v Ensure you receive a written explanation within 25 working days.
v Ensure you receive a written apology, if appropriate.
v Take steps to ensure the problem does not arise again.
If you are complaining on behalf of a third party we will require a letter signed by the person concerned, authorising you to act on their behalf, unless they are incapable due to physical or mental illness of providing this themselves.
Alternatively, it you feel you cannot raise your complaint with us you can discuss your concerns with:
The Complaints Manager
NHS Sheffield
722 Prince of Wales Road
Sheffield
S9 4EU
If, after working with either the Practice or the NHS Sheffield, you are not satisfied with the outcome, you may write to:
The Health Service Ombudsman
Millbank Tower
London
SW1P 4QP
and ask them to investigate your case.
Whatever course of action you may choose to resolve your complaint, we can assure you the complaint will be handled sympathetically and in the utmost confidence at all times.
DO YOU HAVE A SUGGESTION TO MAKE?
Do you have any suggestions or comments to pass on to the Practice? Your views are important to us and we are happy to accept comments and suggestions about the services you receive.
Complaints and suggestions should be addressed to:
The Assistant Business Manager
Dr J Poyser and Partners
Middlewood Medical Centre
621 Middlewood Road
SHEFFIELD
S6 1TT
COMPLIMENTS
Hopefully there will be times when you are highly satisfied with our services and you may wish to compliment the Practice or even a GP, Nurse or other individual within the Practice.
The Practice welcomes compliments from patients either verbally to a member of the Practice Team or in writing to the Complaints Manager at the above address.