Complaints

If you would like to give us any feedback or wish to make a complaint, please complete our Complaints form below.

Complaints

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily.

Complaints should be addressed to Binal Patel (Practice Manager), Kelly Yusuf(Deputy Practice Manager).

The practice asks that were possible you write into the practice with your complaint. It will be a great help if you are as specific as possible about your complaint. The complaints procedure will be explained to you to make sure that your concerns are dealt with promptly.

If you are still unhappy and wish to take the matter further, contact:

NHS England
Customer Services
PO Box 16738
B97 9PT

Telephone: 0300 311 22 33

You may also wish to contact POhWER, NHS Complaints Advocacy Service for support with your complaint. They provide a free, confidential and independent service to support people with their NHS complaint.

POhWER can be contacted in the following ways:

• Telephone: 0300 200 0084
• Email: pohwer@pohwer.net

Their website address is www.pohwer.net/leicester-city.

How we respond to your complaint

We shall acknowledge your complaint within 5 working days of the date we have received your written complaint. We will provide you with a response regarding your complaint within 15 working days.

When we look into your complaint we shall aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where appropriate
• Identify what we can do to make sure the problem does not happen again.