Looking for something?

Find it in our extensive resource library!

Smart Filters

  • Reset
  • Services

  • Who it's for

  • What it’s about

  • Format

View: 591

Download: 41

How to complain about or comment on Sheffield Children’s NHS Foundation Trust

We will resolve complaints through an accessible, personal and flexible approach, treating each complaint according to its individual nature and your wishes.

If you have a concern about any aspect of your visit please speak to a member of staff as soon as possible; we will try to resolve your concerns as they arise. Alternatively, speak to our Patient, Advice and Liaison Service (PALS) representative, either in person in the main entrance at the Western Bank site, by telephone on 0114 2717594 or by emailing scn-tr.pals@nhs.net.

I’m still not happy, what can I do next?

If your concerns have not been resolved informally, you can make a formal complaint.

Who can complain?

Anyone can complain. However, patient confidentiality will be maintained and consent may be required from the patient or the parent. Your complaint should be made within 12 months from the date on which the matter occurred or the matter came to your notice.

Who do I write to?

Write to the Chief Executive at:

Chief Executive
Sheffield Children’s NHS Foundation Trust
Western Bank
S10 2TH

Do I have to put my complaint in writing?

No, if you prefer, speak to any member of staff who will document your complaint. If you would rather telephone, the details of your complaint will be taken immediately and in confidence. Alternatively you may email.

Can anyone else help me?

PALS – if you need assistance with your complaint or would prefer to discuss the issues, you can contact the Patient, Advice and Liaison Service either in person in the main entrance of the Children’s Hospital site at Western Bank or via the telephone on 0114 271 7594. In addition you may wish to discuss your concerns with our Complaints Officer on 0114 271 7194.

Alternatively you may wish to contact the NHS Complaints Advocacy VoiceAbility on 0300 330 5454, text phone 0786 002 2939 or email: nhscomplaints@voiceability.org

The Care Quality Commission

The Care Quality Commission provide advice on how to make a complaint.

Will I be seen as a troublemaker and will I or my child be discriminated against?

Not at all, we welcome your comments. They help us to improve our services.

We also like to know when things are going well and appreciate these comments too – please look out for our suggestion, compliment, or concern boxes.

What can I expect from making a complaint?

We will acknowledge your complaint in writing within 3 working days and will offer you the opportunity to discuss how the complaint is to be handled. It may be appropriate to arrange a meeting for you with relevant members of staff in order for you to discuss your concerns.

Alternatively, you may wish to receive a written response to your concerns. If you choose to receive a written response, we will investigate your concerns and the Chief Executive will send you a full reply within 5 weeks. If we cannot give you a full reply on time, you will be informed of our progress and any reason for the delay.

We will apologise where appropriate and in some instances, tell you what we will do to prevent the same thing happening again.

What if I’m not satisfied?

If you remain dissatisfied with our response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case.

What is the Parliamentary and Health Service Ombudsman?

They carry out independent investigations into complaints about UK government departments and their agencies and the NHS in England – and help improve public services as a result.

You can contact them on their help line which is available Monday to Friday, 8.30am to 5.30pm: 0345 015 4033 or write to them at:

Parliamentary and Health Service Ombudsman
Millbank Tower

What will they do?

Trained staff will undertake a review of your complaint.

Is something missing from this resource that you think should be included? Please let us know

Contact us


Please note this is a generic information sheet relating to care at Sheffield Children’s. The details in this resource may not necessarily reflect treatment at other hospitals. This information is not intended as a substitute for professional medical care. Always follow your healthcare professionals’ instructions. If this resource relates to medicines, please read it alongside the medicine manufacturer’s patient information leaflet. If you have specific questions about how this resource relates to your child, please ask your doctor.

How useful did you find this resource?*


Western Bank
S10 2TH

United Kingdom

Switchboard: 0114 271 7000

Interesting Facts

We’ve got a special MRI scanner just for teddies so children can see what it’s like before they have a scan.

Help to transform our extraordinary hospital into something even better.

Sheffield Children's@SheffChildrens
As a result of Mia donating her organs, five people received life saving transplants. Marie said: “Mia’s death has… https://t.co/RwsWVcXdO6

As of 6 July 2022 everyone (colleagues, patients and families) must wear a mask. This applies to all spaces across. all sitesMore information on how we are keeping you safe is available here.

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.