Complaints and compliments

If you have any suggestions for us to improve our services we welcome your comments & compliments.

We have a Patient Participation Group (PPG) that meets regularly to discuss the way the practice operates and they welcome your suggestions.

You are welcome to join the PPG and if you are unable to attend the meetings we are happy to receive your suggestions by post or via our website. Please express your interest in the PPG by completing a form available from the Practice.

We are very happy to receive your Comments & Compliments regarding any aspect of the Practice. Both positive and negative comments help us to manage our processes and to continue to improve the services we provide to our patients.

Making a complaint

To make a complaint you can either address it to the Practice or NHS England. In any event this should be within 12 months of the known incident.

At the practice we find that most problems can be dealt with quickly and easily, often at the time they arise, with the person concerned and this may be the approach you try first.

If you are unable to resolve your issue in this way and wish to make a formal complaint, you can request to talk to the practice manager or put your complaint in writing, as this helps us to establish the details easily.

If you wish to have some assistance with writing your complaint please talk to your local health watch:

Healthwatch Leicester, Clarence House, Humberstone Gate Leicester, LE1 3PJ – call 01162 518313

What happens next?

We look to settle complaints as soon as possible. We will acknowledge receipt of written complaints within 3 working days and aim to have looked into the matter accordlingly to each individual complaint. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.

When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved, if you would like to do so. When the investigations are complete, your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation (e.g. Social Services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

If you are not happy with the practice investigation

You have the right to approach the Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman

Please call the customer help line on:

Tel:   0345 0154033

Please note the helpline is currently open Monday to Thursday from 8.30am to 5.00pm and Friday from 8.30am to 12pm, except bank holidays. Calls are charged at local or national rates.

Or alternatively you can email any enquiries to:

You may also approach PALS for help or advice;

The Patient Advice and Liaison Service (PALS) is based at Leicester City PCT and provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS

Date published: 10th October, 2014
Date last updated: 5th December, 2022