Patient Experience Feedback

NHS Barnsley Clinical Commissioning Group (CCG) welcomes comments, views and feedback about the services it provides and commissions. The information helps us to improve the quality of services.

Who can complain?

Anyone can complain about NHS services or treatment they have received, or if they have been affected by the actions or decisions of an NHS organisation, or a primary care practitioner e.g. GP Practice. 

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. 

If you require support because English is not your first language, please contact us and we will signpost you to the relevant interpreting service.  

How do I provide my feedback?

If your complaint is about a hospital, community or mental health service, or primary care service such as your GP Practice please find the contact details below for the relevant organisation.

Please note, if you have submitted a complaint directly to one of our providers and an investigation has started, the complaint cannot be investigated by the CCG. However, you can still provide us with a copy of your feedback which we will log for quality monitoring purposes. Our contact details can be found in the section below the table titled Complaint, Concerns and Comments about services provided by Barnsley CCG. 

What Service do you wish to provide feedback about	Who to direct your feedback to	Contact Details
NHS care/service provided by: GP Practice Dentist Pharmacy Optician	We would advise you to contact the organisation in the first instance to give them the opportunity to respond to your complaint. If you do not feel able to do this,or you have not received a response, you can contact NHS England using the details opposite. Please note: If you have submitted a complaint directly to a provider and an investigation has started, the complaint cannot be investigated by NHS England.	Post: NHS England, PO Box 16738, Redditch  B97 9PT Tel: 0300 311 22 33 Email: england.contactus@nhs.net              Please state "FAO Complaints Team" in the subject line Web: www.england.nhs.uk
Barnsley Hospital NHS Foundation Trust	Patient Advice and Liaison Service (PALS) - in the first instance contact PALS to see if they can resolve your concern informally. If you have been unable to resolve your complaint informally, please submit your complaint to the Patient Advice and Complaints Team using the contact details opposite.	PALS Tel: 01226 432330 - (Mon - Fri 9am-5pm) Post: PALS, Barnsley Hospital NHS Foundation Trust, Gawber Road, Barnsley S75 2EP Email: barnsleypals@nhs.net Patient Advice and Complaints Team Tel: 01226 432571 or 01226 432330 Post: Patient Advice and Complaints Team Manager, Barnsley Hospital NHS Foundation Trust Gawber Road, Barnsley S75 2EP Email: bhnftcomplaints@nhs.net
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 Foundaton Trust	Post: Kirsten Major, Chief Executive,Sheffield Teaching HospitalsNHS 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

 

Complaint, Concerns and Comments about services provided by Barnsley CCG

NHS Barnsley CCG is specifically responsible for:

• investigating complaints about actions, omissions or decisions of the CCG or of our staff.
•  coordinating responses to complaints which span multiple Providers where there is no single lead organisation.

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

All feedback should be directed to Barnsley CCG's Quality Team via the following contact details:

Telephone: 01226 433772

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

Email: qualityteam.safehaven@nhs.net 

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.  Interpreter services, including British Sign Language (online) are available for people whose first language is not English and those who need additional communication support.  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.org.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: first.contact@dialbarnsley.org.uk

Web: www.dialbarnsley.org.uk

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. The Quality Team will ensure that staff  are made aware of any compliments received about them and also inform their line manager.

Contact Details: see above

The "Complain for Change Campaign"

The Parliamentary and Health Service Ombudsman (PHSO) has 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.  

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.