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SHSC Complaints Department

Posted By Blue87

"SHSC Complaints Department"

About: Citizens Advice Sheffield / Sheffield Advocacy Hub Sheffield Health & Social Care NHS Foundation Trust

(as a service user),

I submitted a formal complaint at least 5 months ago (which was actually the 2nd attempt as the first one mysteriously got "lost") about repeated serious issues concerning my care from SHSC. This was done with the help of an advocate who has been amazing. About 3.5 months later we finally had a phone conference with someone from complaints - which felt quite accusatory (comments such as "There's no need to get upset") and our understanding was that we would receive a report 10 days later. This did not happen - and was now a couple of months ago. Repeated attempts to contact the complaints department by my advocate have failed. Last week I received a one-paragraph letter blaming COVID as a reason for lack of response and "assuring me this was being dealt with" - with no time frame. COVID is not an excuse for over 5 months to not respond to a complaint.

I have submitted other formal complaints about this same care situation over the years and it has still not been resolved.

I can't believe I'm having to complain about a complaints department.

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Responses

Response from Lyn Lockwood, Service Supervisor, Citizens Advice Sheffield 4 years ago
Lyn Lockwood
Service Supervisor,
Citizens Advice Sheffield

Submitted on 27/08/2020 at 16:05
Published on Care Opinion at 16:06

Dear Blue87,

I am very sorry to hear you are undergoing such a frustrating process at the moment and I hope this gets resolved soon.

Thank you for this positive comment about the support you have received from your advocate- our advocates work very hard to achieve the best outcomes possible for their clients and we really appreciate all clients who take the time to give us such wonderful feedback especially under such trying circumstances.

We will pass on this comment to our staff.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from David Walsh, Director of Corporate Governance, Corporate Governance, SHSC 4 years ago
David Walsh
Director of Corporate Governance, Corporate Governance,
SHSC

Submitted on 09/09/2020 at 10:45
Published on Care Opinion at 11:24

Dear Blue87

I am so sorry to hear about your experience.

We value all feedback we receive including complaints, as they help us to improve the way we do things and the services we offer.

I hope you have received an update on the complaint you raised since making this submission, but if not then please contact the Complaints Team on 0114 271 8956/ or email Joanne Slater our Complaints Manager on joanne.slater@shsc.nhs.uk.

We will be only too happy to provide you with an update and try to resolve the issue.

Kind regards,

David Walsh

Director of Corporate Governance

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Blue87 (a service user)

We have repeatedly tried to contact the complaints department and have not got through to anyone!

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