How do I raise my concerns / complaints?

You can speak to any member of staff initially with your concerns.  Often they will be able to sort out your problem quickly on the spot.   

What if I want to make a formal complaint about NHS Rotherham or family health services?

Family health services include family doctors, dentists, chemists and opticians.

If you are not happy with the care or treatment you have received from NHS Rotherham, you can contact us to let us know your concerns or see our Complaints leaflet for further information.  

Concerns, complaints and comments are welcomed by NHS Rotherham as we can only improve services if we are informed of any problems you encounter.

Who can complain and when?

Anyone who is receiving, or has received NHS treatment or services can complain.  If you are anxious about making a complaint yourself you can always ask a relative, friend, carer or advocate to make a complaint on your behalf.  We will ask your relative or friend whether they have your permission to do this and we will then ask you to sign a consent form, giving us permission to disclose your personal health information to your relative or friend.  A complaint should be made within 12 months of the event, or within 12 months of realising that you have something to complain about.  If you are complaining on behalf of someone else, you must have that person’s permission.  Most complaints are best resolved within the service, or practice concerned.  All NHS organisations and Family Health Services have designated staff who handle complaints.

Who do I complain to?

Complaints can be made in writing to the Chief Operating Officer or directly to Patient Relations Officer.

Patient Relations Officer
NHS Rotherham
Oak House
Moorhead Way, Bramley
Rotherham, S66 1YY. 

Telephone: 01709 302121

Chief Operating Officer
NHS Rotherham
Oak House
Moorhead Way, Bramley,
Rotherham, S66 1YY.

 

How do I make a formal complaint?

We have a formal complaints procedure.  We follow this to ensure your complaint is thoroughly investigated and a response is provided to you.  The Patient Relations team will be happy to guide you through the process, and answer any questions you may have. Please read on for guidance on the steps to follow if you do wish to complain.

Independent support / assistance when making a complaint about NHS Services

If you feel you need independent help in making your formal complaint, you can contact the Independent Complaints Advocacy Services (ICAS). 

Contact their local office:

ICAS Rotherham Office,
Unit B1, Patrick Tobin Business Park,
Bolton Road,
Manvers, Dearne Valley,
Rotherham.  S63 7JY

Telephone:  0300 456 8349

You will be allocated a link person who will support you through the NHS complaints procedure.

Local resolution stage

It is the responsibility of NHS Rotherham to look into and respond to your complaint.  Every organisation is required to have a named person for dealing with complaints who will support and advise you.  You will be given the name and telephone number of your link person when you make your complaint.

You will need to outline your concerns in writing to the Chief Executive if the complaint relates to NHS Rotherham, staff or services.  For Family Health Service complaints you can send your complaint to either the Practice Manager at the GP Practice, Dental Surgery, Optician and Pharmacist, or to the Chief Executive at NHS Rotherham.  You do not need to write a long and very detailed letter, but you should include all the points you want to complain about.

You should tell the organisation:

• Who or what you are complaining about.  Try to make clear the most important points.  If you are complaining about a member of staff, give their name and their position if you know it
• Where and when the events you are complaining about happened
• What you have already done about your complaint, if anything
• What results you want from your complaint

Your complaint will be acknowledged within three working days and you will be contacted by a member of the Patient Support Services Team who will discuss with you the manner in which the complaint is to be handled; including the timescale when the investigation is to be completed by, a date when the response will be made available, and how you wish to be communicated with e.g. letter, telephone or e-mail.

 

What will happen if you don’t resolve my complaint?

 

Local resolution – conciliation

We will do everything possible to try and resolve your complaint.  If you feel we have not done this, you can ask for a conciliation meeting between yourself, the relevant staff and an independent conciliator. 

Conciliation is a way of resolving a problem or a complaint using the skills of an independent lay person to facilitate the process and try to help resolve the matter for you.  Your appointed link person will coordinate this meeting. 

Further information regarding conciliation is available upon request from your appointed link person or by contacting any member of the Patient Support Services Team.

Independent review – The Health Service Ombudsman

If you remain dissatisfied after the conclusion of the NHS complaints procedure you can ask the Health Service Ombudsman to investigate your case.  The Ombudsman is independent of both government and the NHS.  The Ombudsman’s contact telephone number is 0345 015 4033

Under the Health & Social Care complaints procedure, we can:

• Carry out an investigation and offer an explanation for what happened
• Offer an apology
• Take steps to put matters right and reassure you that we have done so.

Under the Health and Social Care complaints procedure we cannot:

• Offer you financial compensation (except sometimes small, one-off payments, such as for lost property or for minor injuries sustained in the NHS)
• Look at issues relating to discipline, e.g. whether a member of staff should be sacked
• “Strike off” a doctor or other health professional, or suspend their registration
• Look at complaints about treatment provided privately unless it was paid for by the NHS.