Patient Participation Group

Noticeboard

COVID-19

Dear patients

We regret that we have to share this.

Unfortunately, over the last 2 months we have noticed increasing incidences of verbal aggression and disrespect towards staff, both on the phone and at the front door.

We appreciate how difficult life is at the moment and understand the frustration when the phone lines are so busy. We share this frustration.

However, our staff are working exceptionally hard to provide your healthcare needs under very difficult circumstances.

We are now enforcing a Zero Tolerance policy.
We will end phone calls for verbal aggression and call the police for aggression at the front door.
We endeavour to be kind and courteous to all patients, and we expect the same treatment in return.

We hope you understand that we need to protect our staff through these unprecedented times.
It is by working together as a practice with our patients that we will come through this testing period.

Which service, when?

Inappropriate A+E attendances for problems that are neither emergencies nor related to acute injuries from accidents, cause delay in assessment for those who have genuine need. NHS Sheffield is keen to help you choose the right service for your needs at the time, i.e "the right place at the right time". That might be, self-care, pharmacist advice, walk-in-centre, GP (including urgent access as at Crystal Peaks MC),or out of hours GP service. In order to facilitate that, there is some guidance available in our further information list. Please help by accessing the right service at the right time. This is especially important in the winter months when the health service is under additional pressure. Thank you

HGV/PCV Medicals- £110!

We have reduced our price for Heavy Goods Vehicle and Passenger Carrying Vehicle examinations. We believe there are advantages to having your registered medical practice carrying out these medicals as we have full access to your medical record, if there are any queries and we can rapidly arrange any further tests that may become necessary. Please contact reception to arrange an appointment.

Practice Email

Please be aware that our email address is not for clinical enquiries, and any such emails will be returned to sender.

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Alternatively, please complete the 'Feedback and Complaints Form' by following the link below and drop off at the surgery. Further written information is available on the complaints procedure from reception or please see the below link.

Feedback and Complaints Form

Complaint Leaflet for Patients

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

Getting it right
Being customer focused
Being open and accountable
Acting fairly and proportionately
Putting things right
Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Website: www.ombudsman.org.uk

Sheffield Advocacy Hub

As of the 3rd April 2017, the Sheffield Advocacy Hub is available for all children, young people and adults who reside in Sheffield and who wish to make a complaint through the NHS complaints procedure. NHS Complaints Advocacy is a Statutory service and everyone has the right to access an Advocate.

The additional support of an allocated advocate may be used by anyone who does not feel able to make a complaint on their own, or who is already in the process of making a complaint but does not feel they are being heard.

You can contact the advocacy hub:

By post: Sheffield Advocacy Hub, Michael Carlisle Centre, 75 Osborne Road, Sheffield, S11 9BF

By telephone: 0800 035 0396

By email: referrals@sheffieldadvocacyhub.org

Website: https://sheffieldadvocacyhub.org.uk/

Further information can be found by following the below link:

NHS England