Complaints Policy

We aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. 

In any organisation, things do go wrong.  If this happens we want to know so that we can try and prevent problems in the future.  If you need to make a complaint about any services received at Woodhouse Health Centre please get in contact with the practice using the following methods:

• In writing - please ask at reception for the paper form
• Telephone: 020 3808 9807
• Completing our online form

For further information regarding complaints, please see out Complaints Procedure below.

We will acknowledge your complaint within 3 working days. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

• We ask that you address your complaint in writing to the Complaints Manager (please ask reception for a copy of the paper form)
• Telephone: 020 3808 9807
• Alternatively, you can make a complaint online

We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided at reception.

What we will do

We will acknowledge your complaint within 3 working days. We will outline our complaints procedure in this acknowledgement. You will receive a response letter in a timely manner.

Taking it further

NHS South Yorkshire

When submitting a complaint to NHS South Yorkshire please can you include the specific area that your complaint is in reference to i.e. Rotherham, Doncaster Barnsley or Sheffield.

NHS South Yorkshire took on delegated authority from NHS England for processing complaints in relation to the following primary care services in South Yorkshire:

• GP Medical Services
• General Ophthalmic Services
• Community Pharmacy Services
• Dental Services

To submit a complaint, please contact them on:

• Telephone: 0114 305 1000
• Online: Contact the ICB

What happens if I prefer to complain directly to the commissioning organisation?

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, you should contact NHS South Yorkshire using the above contact details.

Members of the public will still be able to make a complaint to the provider. This is NOT changing.

Find out more about how to give feedback or make a complaint about an NHS service

Sheffield NHS Complaints Advocacy

Do you have a complaint about a NHS service? Do you live in Sheffield?

They can provide information on the complaints process, and if necessary, support you to make your complaint.

For more information, please visit the Sheffield Advocacy Hub website

Their support is free, confidential and independent of the NHS.

Ombudsman

If you remain dissatisfied with the outcome, you may refer the matter to The Parliamentary and Health Service Ombudsman.

Visit the Parliamentary and Health Service Ombudsman website