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Comments, Compliments, Complaints

we want to hear from you here

Patient Experience Feedback

Barnsley Clinical Commissioning Group (BCCG) welcomes comments, views and feedback about the services it provides. When we do something well or alternatively when we could do something better we want to hear about it. The information helps us to improve the quality of services.

You can read our detailed Management of Patient Experience Feedback Policy here.

How do I make a comment, complaint or compliment about BCCG?

Compliments

The CCG recognises that compliments are a valuable source of feedback. Positive feedback received regarding services can provide an opportunity to acknowledge improvements and successes, to recognise good practise and to apply this across other areas.

Compliments and comments can be provided in a number of ways including by telephone, in person, in writing (by email or letter), or via the CCG’s social media. Staff who receive compliments and comments should report these to the Quality Team, so that they can be formally recorded and acknowledged. The Quality Team will ensure that staff and are made aware of any compliments received about them and also inform their line manager.

Contact Details: Telephone: 01226 433772

Post: Quality Team BCCG, 49-51 Hillder House, Barnsley S75 2PY.

Email: qualityteam.safehaven@nhs.net

Web: www.barnsleyccg.nhs.uk

Do you have a concern or complaint?

Anyone who is receiving, or has received, NHS treatment or services and who is affected by an action, omission or decision can complain. This includes services provided by independent contractors who have a contract with the CCG to provide NHS services as part of the NHS contract.

You can complain on behalf of someone else however we will need consent from the individual for us to investigate the complaint or proof that you have authority to act on their behalf. Please note, if you have already complained to another NHS organisation and have received a response from them we will not able to re-investigate the same concerns.

We appreciate it is not always easy to know where you should raise your complaint. In general any concerns should be sent directly to the organisation providing the service you have used. Below is a table which provides the contact details of the NHS organisation, that you should contact depending on the service that you wish to complain about.  

What Service do you wish to provide feedback about

Who to direct your feedback to

Contact Details

Barnsley CCG Policy

Barnsley Clinical Commissioning Group

Post: Barnsley Clinical Commissioning Group

Hillder House, 49/51 Gawber Road

Barnsley, S75 2PY

Tel: 01226 433772

Email: qualityteam.safehaven@nhs.net

Web: www.barnsleyccg.nhs.uk 

NHS Continuing Healthcare

Barnsley Clinical Commissioning Group

Post: Barnsley Clinical Commissioning Group

Hillder House, 49/51 Gawber Road

Barnsley, S75 2PY

Tel: 01226 433634

Email: BARNCCG.Barnsleycontinuinghealthcare@nhs.net

Web: http://www.barnsleyccg.nhs.uk/

patient-help/continuing-health-care.htm

 

NHS treatments provided by:

GP Practice

Dentist

Pharmacy

Optician

NHS England

Post: NHS England

PO Box 16738, Redditch B97 9PT

Tel: 0300 311 22 33

Email: england.contactus@nhs.net

Web: www.england.nhs.uk

 

Barnsley Hospital NHS Foundation Trust

PALS Service

(in the first instance)

Tel: 01226 432330 - (Mon - Fri 9am-5pm)

Post: PALS

Barnsley Hospital NHS Foundation Trust

Gawber Road, Barnsley S75 2EP

Email: barnsleypals@nhs.net

Web: www.barnsleyhospital.nhs.net

 

Post: Barnsley Hospital NHS Foundation Trust

Gawber Road, Barnsley S75 2EP

Tel: 01226 432571

Email: bhnftcomplaints@nhs.net

Web: www.barnsleyhospital.nhsuk

 

Mental Health and Learning Disability Services

South West Yorkshire NHS Partnership Foundation Trust

Post: Customer Services

South West Yorkshire Partnership

NHS Foundation Trust

Block 10, Fieldhead,

Ouchthorpe Lane,

Wakefield WF1 3SP

Tel: 0800 587 2108

Email: customer.servicesSWYT@nhs.net

Web: www.southwestyorkshire.nhs.uk

 

General Community Services e.g. District Nursing, Musculoskeletal Service

South West Yorkshire NHS Partnership Foundation Trust

Post: Customer Services

South West Yorkshire Partnership

NHS Foundation Trust

Block 10, Fieldhead, Ouchthorpe Lane,

Wakefield WF1 3SP

Tel: 0800 587 2108

Email: customer.servicesSWYT@nhs.net

Web: www.southwestyorkshire.nhs.uk

 

Ambulance Services and Patient Transport Services

Yorkshire Ambulance Service

Post: Patient Relations Helpdesk

Yorkshire Ambulance Service NHS Trust

Springhill 2, Brindley Way,

Wakefield 41 Business Park, Wakefield WF2 0XQ

Tel: 0333 1300549

Email: yas.patientrelations@nhs.net

Web: www.yas.nhs.uk

 

i-Heart (out of hours)

Barnsley Healthcare Federation

Post: Patient Liaison Officer

Barnsley Healthcare Federation Thornton Road

Barnsley S70 3NE

Tel: 01226 729896

Email: bhf.patientfeedback@nhs.net

Web: www.iheartbarnsley.org.uk

 

Hospice

Barnsley Hospice

Post: Julie Ferry Chief Executive Officer

Barnsley Hospice

104 – 106 Church Street, Barnsley S75 2RL

Tel: 01226 244244

Email: enquiries@barnsley-hospice.org

Web: www.barnsleyhospice.org

 

Northern General Hospital

Royal Hallamshire Hospital

Jessop Wing

Weston Park Hospital

Charles Clifford Dental Hospital

Sheffield Teaching Hospital NHS Foundation Trust

Post: Kirsten Major, Chief Executive,

Sheffield Teaching Hospitals

NHS Foundation Trust,

8 Beech Hill Road, Sheffield, S10 2SB.

Tel: 0114 271 2400

Email: PST@sth.nhs.uk

Web: www.sth.nhs.uk

 

Adult or Children’s Social Care Services including Care Homes

Barnsley Metropolitan Borough Council

Post: Customer Services

Feedback and Improvement Team,

PO Box 634, Barnsley, S70 9GG

Tel: 01226 773555 

Web: www.barnsley.gov.uk

 

 

Support to make a complaint

If you need help to make a complaint you can contact the following independent organisations who can provide you with impartial advice and guidance on how to make a complaint. All complaints will be treated as confidential.

Healthwatch Barnsley

Healthwatch is the independent consumer champion created to gather and represent the views of the public. Healthwatch will play a role at both national and local level and will make sure that the views of the public and people who use services are taken into account. Contact details are as follows:

Tel: 01226 320106

Post: Healthwatch Barnsley, The Core, County Way, Barnsley S70 2JW

Email: healthwatch@vabarnsley.org.uk

Web: www.healthwatchbarnsley.co.uk

DIAL

DIAL provides practical support to help people to explore their options at the different complaint stages and can provide information that can help people to decide what to do.  DIAL also provides advocates to support people to speak up for themselves and represent their own thoughts and feelings. Contact details are as follows:

Tel: 01226 240273

Post: NHS Complaints Advocacy, DIAL Barnsley, 3rd Floor McLintocks Building, Summer Lane, Barnsley S70 2NZ

Email: info@dialbarnsley.org.uk

Web: www.dialbarnsley.org.uk

The "Complain for Change Campaign"

The Parliamentary and Health Service Ombudsman (PHSO) have launched "Complain for Change" a website full of simple and accessible information (including material for people with a learning disability) on how to make a complaint.

Click here to visit the "Complain for Change" website.

What happens if I am unhappy with the response?

If you remain unhappy with how your complaint has been handled following the conclusion of local resolution, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. You can contact the PHSO at the address below:

Post: PHSO, Millbank Tower, Millbank, London, SW1P 4QP 

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Web: www.ombudsman.org.uk

NHS Complaints Advocates

Complaint advocates can help if you or someone you know have not had the care or treatment you expect to receive from your NHS services and you want to complain. They provide practical support, they help people to explore their options at the different complaint stages and can provide information that can help people to decide what to do. Advocates can also support people to speak up for themselves and represent their own thoughts and feelings. Further information is available from:

DIAL, Suite 6 – 9, 3rd Floor, McLintock’s, Summer Lane, Barnsley, S70 2NZ.

Tel – 01226 240273.

E-mail – info@dialbarnsley.org.uk

 

Do you work for a local healthcare service?

The CCG recognises that, in addition to the people receiving services, staff providing the services we commission have a valuable insight into the quality of care being delivered and includes consideration of these views, as part of our quality monitoring activity.

In recognition that individual staff members may not be accessible (or feel able to talk) during quality assurance visits, the CCG wants to highlight that these staff can escalate patient safety concerns that they can demonstrate that their organisation has not effectively acted upon, either to the CCG or other regulatory organisations.

It must be emphasised that the CCG will need to seek evidence that the whistleblowing policy of the relevant healthcare provider organisation has been followed and exhausted and that for individuals to raise concerns anonymously, it will not be possible to provide direct feedback on the subsequent actions of the CCG.