Suggestions, Comments and Complaints

We welcome all comments on the services provided by the practice.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams.

You may write to us or contact us by phone. Our details can be found on our Contact Us page.

Complaints procedure

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

However, if you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.

We will thoroughly investigate your complaint and will do our best to explain what has happened and respond where necessary.

Informal concerns can be raised with the relevant department manager. Formal complaints should be put in writing and addressed to the practice manager. Your complaints will be dealt with promptly, sensitively and confidentially, using our approved Practice Based Complaints Procedure. We are also happy for patients to contact us by telephone if you would prefer to discuss any issues over the phone.

The East Leicestershire and Rutland CCG provide an advisory service called the Patient Information and Liaison Service (PILS).

The Patient Information and Liaison Service manager – 08081 788 337, email: pils@uhl-tr.nhs.uk – is available to find the answers to questions you have about locally provided healthcare services. This could include advising you of where services are available or helping you raise a concern or complaint.

Please view the below document for further information on our Complaints Procedure.

For a step by step guide to making a complaint about the NHS, please refer to the below leaflet.