Complaints Policy

The One Health Group has a very positive approach to patient feedback, and our policy is to identify and resolve concerns before they escalate into a complaint.
 
We undertake an ongoing patient satisfaction survey and information of how to make suggestions and complaints are incorporated in our written information leaflets and our website.

We will work to ensure people feel able to complain without fear of retribution. Our complaints procedure is available to download from our website and hard copies may be requested from our complaints department at 131 Psalter Lane, Sheffield S11 8UX – Telephone: 0845 606 6859

NHS patients have the right to have any complaint investigated under the One Health Group complaints procedure or the NHS complaints procedure.
 
We welcome comments and have a specific policy to welcome feedback or complaints that ensure that all complainants receive a written acknowledgement within two working days of receipt of the complaint and every endeavour will be made to complete our investigations and make a full response to the complainant within 20 working days.
If this is not possible the complainant will be informed in writing of the reason for the delay and a full response will be made within five days of the conclusion of the investigation.

All patient complaints are logged and fully reported to our Clinical Governance Committee, our Board of Directors and, where appropriate, NHS Commissioners.


To download our Complaints Policy Information Leaflet: