"Guernsey House good, but getting bus fares back a pain"

About: Guernsey House / Primary care addiction service Sheffield (PCASS)

(as the patient),

Guernsey House, they are really good in a lot of ways and in my experience some staff are better that others. The only things I think they could do better is when you was bus fares back you have to bring a letter every single time so it's a pain. They should do a photocopy and put it in your file cos if you forget it they make you go home and get it so you don't get your bus fares back.

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Response from Service Manager, Primary Care Addiction Service Sheffield

Thanks for taking the time to feedback about your experience at Guernsey House.

I am sorry if claiming bus fares back has caused you problems in the past. As Guernsey House is an NHS treatment service we have to comply with national guidelines about how patient travel expenses are reimbursed.

This means that for any patients who want to claim back travel expenses we need patients to bring written proof of the benefits they receive from DWP and a proof of journey receipt for their journey every time they attend an appointment. The proof of benefit must be no more than three months old to be accepted. Unfortunately, we are unable to take photocopies of letters or store these on site as patients benefit entitlements may change in between appointments so we rely on the DWP letter informing us of your current benefit. If you need to obtain a letter confirming your benefits, you can phone DWP on 0845 600 1267 and they will send one out to you.

We are constantly reviewing our processes at Guernsey House and looking for better ways to help our patients so if the rules change in the future we will let all patients know through our reception team.

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