If you have a complaint about the service you have received from any member of staff working in this Practice, please let us know. We try to resolve all complaints by having a discussion with you first. In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact our Patient Services Supervisor, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please write to our Practice Manager as soon as possible, ideally within a matter of days. This will enable the Practice to get a clear picture of the circumstances surrounding the complaint.
You can send us feedback through an online form here.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within 12 months from the occurrence giving rise to the complaint, or from the time that you became aware of the matter.
The Practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 28 working days from the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again
If you would like to view or print out the Practice complaints leaflet, please click this link.
Complaining to other authorities
The Practice Management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact the following body:
Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB)
Telephone: 0116 295 7572
Email: llricb-llr.enquiries@nhs.net
In writing: Corporate Governance Team NHS Leicester, Leicestershire and Rutland ICB Room G30, Pen Lloyd Building County Hall, Glenfield Leicester, LE3 8TB
Most complaints are resolved locally, but if you are not happy with the response from this practice or commissioner, you do have a right of redress and can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on:
Telephone: 0345 015 4033
Address:
Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Email: phso.enquries@ombudsman.org.uk
Website address: http://www.ombudsman.org.uk
Care Quality Commission
If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk
NHS Complaints Advocacy Service – POhWER
NHS Complaints Advocacy is a statutory service. By law anyone who wishes to complain about their NHS care or treatment is entitled to advocacy support – whoever they are, whatever their complaint.
POhWER Advocacy has been commissioned by the local authorities to provide the NHS Complaints Advocacy service in Leicester City, Leicestershire and Rutland. The service is free, independent of the NHS and confidential. Contact details:
Telephone: 0300 200 0084
Email: pohwer@pohwer.net
Website address: www.pohwer.net/leicester-city
