Complaints

We like to know what you think

The Trust is committed to providing quality services for its service users, but to help us maintain this, we need to know when things go wrong and also when things go right.

Service users and carers can help up to improve and develop our services by giving us their comments.

Download a copy of the Trust's complaints leaflet (1MB pdf).

Download a copy of the Trust's complaints leaflet for learning disability clients.

Complainants can expect their concerns to be dealt with fairly, effectively and promptly. Service users, carers and relatives should not be treated differently as a result of making a complaint. All complainants are surveyed annually in relation to their satisfaction with the complaints procedure; this survey includes a question asking if complainants feel they have been discriminated against as a result of making a complaint. If a complainant indicates that they believe they have been discriminated against as a result of making a complaint this will be reviewed by the Complaints & Litigation Lead and any appropriate remedial action taken (this may include staff training).

The complainant survey also includes questions regarding the ethnicity of complainants. This information is used to ensure that the complaints process is accessible and accessed by all sections of the community.

Telling us when we've got it right

It is important for us to know when we are doing things right - so that we can carry on doing so and ensure that staff receive the appropriate encouragement and praise. Your compliments are always welcome and will be passed to the relevant members of staff and their managers. Either fill in a Fastrack form (available at all our sites) or drop us a line at the address below.

Fastrack

Minor queries or grumbles that can be easily resolved can be logged with the Complaints Department either by telephone or through the use of a Fastrack form. The Fastrack form is a quick way of getting comments to the Complaints Department. Fastrack forms are available at all our sites and can instantly be recognised by their bright yellow colour. Just fill in the form and post it back to us in the internal mail. It won't cost you a penny.

You should receive an acknowledgement of your Fastrack within two working days of receipt and a response should be with you within two weeks of receipt.

Making a complaint

Under the NHS Complaints Procedure a complaint can be made by a current or former patient or person affected by, or likely to be affected by, the actions of the Trust. A complaint can also be made by someone acting on behalf of the patient or person, with their consent. If consent is not received, the complaint will still be investigated and a written response given. However, the response will not contain an individual's personal health information.

The complaint must be made within twelve months of the event which caused the problem, or within twelve months of the complainant becoming aware of a cause for complaint. There is discretion to extend this time limit where it would be unreasonable in the circumstances for the complaint to have been made earlier, and where it is still possible to investigate the facts of the case.

You can put your complaint in the form of a letter to the Complaints Department or email us. Alternatively, you may wish to telephone us to discuss your concerns. (See contact details below).

On receipt of your complaint we will contact you to agree an investigation plan which will outline the action to be taken by the investigating officer and your preferred outcome for the complaint. We will also agree a date by which the full response to your complaint will be sent out. This plan will be confirmed to you in writing.

If you require independent help in making your complaint, advocacy support and advice is available from either Sheffield Mental Health Advocacy Service or from the Independent Complaints Advocacy Service. (Contact numbers and addresses below).

The Care Quality Commission can help with complaints about health services received if you have been detained, are subject to guardianship or are on Supervised Community Treatment. (Contact number and address below).

Your complaint will be investigated by a senior manager and you will receive a written response from the Chief Executive. Where it has not been possible for us to respond within the timescale agreed with you, we will contact you with an update on the complaint investigation and the reason for the delay.

The Trust’s response will include an apology where appropriate, an explanation of the events surrounding the cause for complaint and details of any actions the Trust intends to take in order to prevent a recurrence of the situation/event. Any recommendations made as a result of the investigation will be incorporated into an action plan. You will be sent a copy of this action plan and informed when it is completed.

What if I am unhappy with the Chief Executive's response

If you are dissatisfied with the response please contact us explaining why you are not satisfied and we will try to resolve any remaining areas of concern. We can also arrange for you to meet with senior staff in an attempt to resolve your complaint.

If you remain unhappy, you can refer your complaint to the Health Service Ombudsman.  You can contact the Health Service Ombudsman directly - the contact details are below.

For all enquiries concerning compliments and complaints please contact:

The Complaints & Litigation Lead
Sheffield Health and Social Care NHS Foundation Trust
Fulwood House
Old Fulwood Road
Sheffield
S10 3TH
Telephone: (0114) 2718956
Fax: (0114) 2716738
E-mail: complaints

Independent help when making a complaint

Our complaints procedure has been made as straightforward as possible and we will make sure that you are kept informed at every stage. However, if you would like independent advice or assistance, you may wish to contact one of the following organisations:

Sheffield Mental Health Advocacy Service
The Longley Centre
Norwood Grange Drive
Sheffield
S5 7JT
0800 350396

or go to http://www.smhcab.org.uk/advocacy/advocacy-home

NHS Complaints Advocacy

Telephone: 0300 3305454
Text: 07860022939
Email: nhscomplaints@voiceability.org

You can contact the Care Quality Commission at:

Care Quality Commission
The Belgrave Centre
Stanley Place
Talbot Street
Nottingham
NG1 5GG
Telephone: 0115 8736250
Website: www.cqc.org.uk

You can contact the Health Service Ombudsman at:

Office of the Health Service & Parliamentary Ombudsman
11th Floor
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 0154033
Website: www.ombudsman.org.uk

This page was last updated on 14th May 2013