Making a complaint

Making a complaint

If you have any complaints or concerns about the service that you have received from us, we would like to know.

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

If you would like to speak to someone informally, please contact the practice admin team on 01664 821920 to log your concern. This will then be passed onto the management team.

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 - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

• Within 12 months from the date on which the event occurred (which is the subject of the complaint) or
• 12 Months from the date on which the event (which is the subject of the complaint) comes to the complainant's notice.

Any Member of staff will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can also make your complaint:

In person
ask to speak to Alex Bezzano - Practice Management Administrator
or
Helen Jackson - Pharmacy Manager

In writing
Some complaints may be easier to explain in writing, please give as much information as you can, then send your complaint to the practice for the attention of Alex Bezzano, Practice Management Administrator as soon as possible. Alternatively, you can submit this complaint in writing to Alex Bezzano via our email: lcmp.admin@nhs.net

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 2 weeks of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

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 doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

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.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.

If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.

A form will be provided for you to obtain permission. This must be returned to the Practice before the complaint can be investigated.