Feedback
The Friends and Family Test
“How likely are you to recommend us to family and friends if they needed similar care or treatment?”
Your feedback helps us to improve the care you receive, by letting us know what you think we do well and areas where we need to improve we can continue to provide you with the best possible care. Postcards and a feedback box are available on reception.
We also have a suggestions box in the entrance where you can put any other feedback you may have.
Complaints
We operate a standard complaints procedure according to national and local requirements.
You can speak to any member of staff initially with your complaint; this gives an opportunity to resolve any concerns you may have without going through the formal process. If you feel your concerns cannot be resolved informally you can make a formal complaint. You need to outline your concerns verbally or in writing to the Complaints Manager, Annie Stones or the Lead GP, Dr. Lydia Mawer – you can do this by calling the surgery and we can arrange a mutually convenient time to discuss your concerns or you can email us at syicb-sheffield.rustlingsrd@nhs.net or post to Rustlings Road Surgery, 105 Rustlings Road, Sheffield, S11 7AB.
If you feel you do not want to contact the practice directly then you can contact:
For complaints about primary care services (GPs, dentists, opticians or pharmacists) and secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing:
Sheffield Integrated Care Board (ICB)
197 Eyre Street
Sheffield
S1 3FG
By email to: syicb-sheffield.icbcomplaints@nhs.net
www.sheffield.nhs.uk
If you are not happy with the outcome of the Practice resolution you can request an independent review within 20 days of the final response from the Practice.
You will need to set out your remaining concerns in writing to:
The Health Service Ombudsman
Millbank Tower
London SW1P 4QP
Tel: 02072174051
There is also support and guidance available from the Sheffield NHS Complaints Advocacy hub via email info@sheffieldadvocacyhub.org.uk or phone 0800 035 0396, an independent, free and confidential service that offers support to complainants/ patients when raising NHS complaints.
Compliments
Our aim is to provide you with a top notch service with a can-do attitude. It would help us enormously if you can let us know we’re succeeding by sending compliments too!
Patient satisfaction survey
We regularly engage in our own patient satisfaction survey and government led patient satisfaction surveys, and we score consistently highly. In 2009 we were rated 4th out of ninety-one practices in Sheffield. We would be more than happy to provide copies of our results if you would like to see them: We usually place copies of results in our waiting room for patients to read.
NHS Website
You can also read and leave feedback at NHS Website