Complaints & Comments
Practice Complaints Procedure
Veritas Health Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don't meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
If you have any concerns or have not been satisfied with the service you have received from Veritas Health Centre, then please let us know. The practice operates a complaints procedure for dealing with any comments, concerns or complaints.
Patients can contact the Practice in writing, via email or by telephone firstly to the Practice Manager at the Medical Centre.
It is our policy to ensure you are not discriminated against when making a complaint.
First stage is to contact the Practice to discuss the nature of your complaint. If the issue cannot be resolved, then please contact the Practice Manager by telephone, in writing or by email to syicb-sheffield.veritashealthcentre@nhs.net or in person. If your problem cannot be resolved at this stage and you wish to make a formal complaint, then please inform us as soon as possible.
If it is not possible to raise your complaint immediately then please let us have the details of your complaint within the following timescales:
Within 12 months of the incident that caused the issue
Within 12 months of discovering that you have a problem
The practice will acknowledge your complaint within 3 working days. We will try to respond within 14 working days however, this depends on the nature of your concerns /complaint but we will keep you up dated throughout.
When the practice looks into your complaint it aims to :
Ascertain the full circumstances of the complaint
Make sure you receive an apology where appropriate
Identify what the practice can do to make sure the problem does not happen again
Complaining on behalf of somebody else
Veritas Health Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else the practice needs to know that you have their permission to do so.
A letter signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
Complaining to our Integrated Commissioning Board about our Health Centre
If you choose to complain to South Yorkshire ICB their details are;
NHS South Yorkshire Integrated Care Board
F.A.O Complaints Team
722 Prince of Wales Road
Darnall
Sheffield
S9 4EU
E-mail: syicb-sheffield.icbcomplaints@nhs.net
Website: https://southyorkshire.icb.nhs.uk
Advocacy Support for Patients Making a Complaint
If you would like support with the complaints process please contact the NHS Complaints Advocacy Service on 0300 3031660, or visit http://nhscomplaintsadvocacy.org/ or you can email them at helpline@voiceability.org . The service is free for patients.
Ombudsman Service
If ultimately you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman who will make final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the ombudsman, visit https://www.ombudsman.org.uk/ or call 0345 015 4033.
We will always welcome your feedback good and bad
Veritas Health Centre is always looking for ways to improve the services it offers patients. To do this effectively the practice needs to know what you think about the services you receive.
Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have.
Only by listening to you can the practice continue to build and improve upon the services that it offers.
Tell us what you think below;
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If you want us to contact you please add you details below;
Name:………………………………………………. Address;………………………………………………………………………………………….
Tel:……………………………………………………
PLEASE RETURN THE COMPLETED FORM TO THE SURGERY
We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact our Practice Manager by telephone or, if you prefer, in writing.
Every effort will be made to answer your concerns as soon as possible - Please see our leaflet above for complaint guidance.
Practice Manager: Shilla Patel
Address: Veritas Health Centre, 243-245 Chesterfield Road, Sheffield S8 0RT