Feedback and Complaints

When we do something well or could do something better, we want to hear about it.

We have formal procedures for reporting concerns and complaints with our partner organisations such as Sheffield Teaching Hospitals, GP surgeries and dentists. We will be open and honest when we know mistakes have happened, so every effort can be made to learn from them and ensure that the same situation does not occur again.

Our aim is to commission first-rate health care in Sheffield and we want to hear when things go really well. It might be that a staff member has gone the extra mile or that the care you received exceeded your expectations. Please share with us when we're getting it right! 

You can read our Feedback and Complaints Policy here.

If you have any concerns about the service that you have received from a healthcare provider (such as at a GP practice or hospital) you can raise your concerns directly with the provider. Contact details for our main providers are given below. Please visit their websites to find out more about their complaints procedures.

 

 

Feedback about primary care such as GP Practices, dentists, opticians or pharmacies:

NHS England is responsible for investigating complaints regarding these services:

Phone: 0300 311 22 33

Email: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Website: NHS England » How do I feedback or make a complaint about an NHS service?

 

 

Feedback about Sheffield Teaching Hospitals (STH):

Phone: 0114 271 2400,

Email: sth.pals@nhs.net

Post: Patient Services Team, Sheffield Teaching Hospital NHS Foundation Trust, Royal Hallamshire Hospital, Glossop Road, Sheffield, S10 2JF

Website: How To Make A Complaint (sth.nhs.uk)

 

 

Feedback about Sheffield Children’s Hospital (SCH): 

Phone: 01142717594

Email: scn-tr.pals@nhs.net

Post: Patient Advice & Liaison Team (PALS), The Children’s Hospital, Western Bank, Sheffield, S10 2TH

Website: Contact us - Sheffield Children’s NHS Foundation Trust (sheffieldchildrens.nhs.uk)

 

 

Feedback about Sheffield Health and Social Care Trust (SHSCT):

Phone: 0114 2718956

Email: complaints@shsc.nhs.uk

Post: Corporate Affairs, Sheffield Health and Social Care, Fulwood House, Old Fulwood Road, Sheffield, S10 3TH

Website: Complaints | Sheffield Health and Social Care (shsc.nhs.uk)

 

 

Feedback about Yorkshire Ambulance Service (YAS): 

Phone: 0345 122 0535

Email: patient.relations@yas.nhs.uk

Post: Patient Relations Helpdesk, Yorkshire Ambulance Service NHS Trust, Springhill 2, Brindley Way, Wakefield 41 Business Park, Wakefield, WF2 0XQ

Website: Please Tell Us What You Think | Yorkshire Ambulance Service (yas.nhs.uk)

 

 

Feedback about Claremont Private Hospital (For patients who's care is NHS funded):

Phone: 01142630330

Email: info@claremont-hospital.co.uk

Post: The Hospital Director, Claremont Private Hospital, 401 Sandygate Road, Sheffield, S10 5UB

Website: Concerns & complaints - Claremont Private Hospital (claremont-hospital.co.uk)

 

 

Feedback about BMI Thornbury Hospital (For patients who's care is NHS funded):

Phone: 0114 299 8739

Email: youropinioncounts@bmihealthcare.co.uk

Post: The Hospital Director, 312 Fulwood Road, Sheffield, South Yorkshire, S10 3BR

Website: Making a comment/complaint | BMI Healthcare

 

 

Feedback about Sheffield City Council (including social services):

Phone: 0114 2734660

Email: socialcarecomplaints@sheffield.gov.uk

Post: Customer Feedback & Complaints Team, Customer Services, Sheffield City Council, Floor 1 Howden House, 1 Union Street, Sheffield, S1 2SH

Website: Making a complaint (sheffield.gov.uk)

 

 

Feedback or enquiries about the Vaccination Programme at the Octagon or Sheffield Arena:

Phone: 0114 271 2400,

Email: sth.pals@nhs.net

Post: Patient Services Team, Sheffield Teaching Hospital NHS Foundation Trust, Royal Hallamshire Hospital, Glossop Road, Sheffield, S10 2JF

 

 

Feedback about Sheffield Clinical Commissioning Group (CCG):

- Feedback about Continuing Healthcare (CHC)

- Feedback about Sheffield CCG Individual Funding Requests (IFR)

- Feedback about the conduct of Sheffield CCG staff

- Feedback about commissioning decisions and policies made by Sheffield CCG

 

Please contact us on the details below:

Phone: 0114 305 1555

Email: SHECCG.complaints@nhs.net

Post: Complaints Team, NHS Sheffield CCG, 722 Prince of Wales Road, Sheffield S9 4EU

If you have any communication needs please let us know. For example, if you need information in braille, large print or easy read, or if you need an interpreter. If you need us to communicate with you by phone or face to face please tell us using the channels above.

 

Right to complain to the commissioner

You have the right to make a complaint directly to the organisation that provided your care, or to the commissioner that holds the contract with that organisation. Healthcare services are commissioned by NHS England and by CCGs. Sheffield CCG commissions healthcare services from a number of organisations in Sheffield, including STH, SHSCT, SCH, Thornbury, Claremont, and some care homes and home care providers. If you want to make a complaint to the CCG about a healthcare provider please let us know and we will discuss the options with you. Sheffield CCG does not deal with complaints about primary care services – these are dealt with by NHS England.

 

 

Independent Support

There are a number of independent organisations who can also help with support and guidance when giving feedback:

• The Sheffield NHS Complaints Advocacy Hub, VoiceAbility, is an organisation that can assist you should you need help in making your complaint. You can email them via info@sheffieldadvocacyhub.org.uk
• Care Opinion is an independent site that records your experiences of UK health services, good or bad
• Healthwatch is the national consumer champion organisation for health and social care
• Healthwatch Sheffield is your independent voice for health and social care in Sheffield
  
  

The 'Complain for Change' Campaign

The Parliamentary and Health Service Ombudsman (PHSO) have launched 'Complain for Change', a website full of simple and accessible information (including materials for people with a learning disability) on how to make a complaint.

Click here to visit the 'Complain for Change' website.