Practice complaints policy

We aim to provide a first class service to our patients. However we also appreciate comments and complaints when it is felt you are not receiving the care or standard of service you should.

All complaints and comments are taken seriously and are used to improve services, invoke training and shape the practice so that services you receive are always of the highest quality. If you have a comment or complaint, please ask a member of the reception team, or ask to speak to the Practice manager or fill out a comments/complaints form.

Practice Complaints Procedure

Complaints can be made verbally, or preferably in writing to the practice manager Rebecca Bowler, or our Assistant Practice Manager Helen Bassnett. Alternatively, you can fill out a complaints form at reception. Our complaints procedure is avaliable to download here.

We will try to

• address your concerns fully
• provide you with an explanation
• discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!

If you use this procedure it will not affect your right to complain to the Primary Care Trust if you so wish.

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