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SHEFFIELD SPORTS MEDICINE

Graves Health & Sports Centre

Bochum Parkway

Sheffield

S8 8JR

Tel : 0114 3211852

Email : info@sheffieldsportsmedicine.com

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Complaints Procedure

If you have a complaint or concern about the service you have received in this practice, please let us know. We operate a practice complaints procedure, and our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

Complaints should be emailed to info@sheffieldsportsmedicine.com address to the attention of the Practice Manager. To ensure your concerns are dealt with promptly, it will be a great help if you are as specific as possible about your complaint.

What shall we do?

We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 14 working days of the date when your complaint has been acknowledged by us. We shall then be able to offer you an explanation of the investigation outcome. When we look into your complaint, we shall aim to:

a. find out what happened and what went wrong,

b. make it possible for you to discuss the problem with those concerned, if you would like this,

c. ensure you receive an apology, where this is appropriate,

d. identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

The practice team keeps strictly to the rules of medical confidentiality. 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, in which case a compacity report will need to provide for us to disclose/discuss any matter to the 3rd party.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.