Complaints and feedback

Complaints and feedback

At Newbold Verdon & Market Bosworth Medical Practice, we are committed to providing a high standard of care and service to all our patients. We value your feedback and welcome both comments and complaints, as they help us to improve the services we provide.

We take all concerns seriously and view feedback as an opportunity to learn, develop staff training, and enhance the care and experience we offer.

If you have a comment, concern, or complaint, please speak to a member of our Reception Team, the Practice Manager, or complete a Complaints Form available from reception.

How to make a complaint

Complaints can be made verbally or, preferably, in writing to:

Rebecca Bowler, Practice Manager

Alternatively, you may wish to complete a Complaints Form, which is available from reception.

What you can expect from us

We will:

• Listen to your concerns carefully and treat them with respect.
• Investigate your complaint thoroughly and fairly.
• Provide a clear explanation of our findings.
• Discuss any actions required to address the issue.
• Use feedback to improve our services wherever possible.

We aim to resolve concerns promptly and to your satisfaction. If, following our investigation, you remain dissatisfied, we will provide information about the appropriate organisations that can review your complaint independently.

Preparing your complaint

You are welcome to use AI tools or other writing support services to help prepare your complaint. However, the information provided should accurately reflect your own experience and clearly explain the concerns you would like us to investigate.

To help us review your complaint effectively, please include relevant details and keep your concerns focused on the key issues. If a complaint is unclear, excessively lengthy, or does not contain enough information for us to understand the issues raised, we may ask you to provide further clarification or a summary of the main points before progressing our investigation.

Independent review

Using our complaints procedure does not affect your right to raise your concerns with other organisations. If you are unhappy with the outcome of your complaint, you may seek advice from NHS England or the Parliamentary and Health Service Ombudsman, where appropriate.

Please help us improve

Your feedback is important to us. By letting us know when things have gone wrong, or when we have done well, you help us improve the care and service we provide for all our patients.

Changes to how you make a complaint about primary care from 1 July 2023

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.

From 1 July 2023 new changes have been introduced to the way members of the public make a complaint about primary care services to the commissioner.

By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways you can make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
• You can complain to Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB): this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact LLR ICB instead of NHS England.

You can do this by:
Telephone: 0116 295 7572
Email: llricb-llr.enquiries@nhs.net
Writing to us at:
Corporate Governance Team
NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB)
Room G30, Pen Lloyd Building
County Hall
Glenfield, Leicester LE3 8TB

If you want to make a complaint directly to the provider of the primary care service, you still can - that does not change on the 1 July 2023.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

If you have any queries, please contact 0116 295 7572.

Find out more about how to feedback or make a complaint about an NHS service