How to share your feedback
We want your feedback – whether good or bad.
We care about what you think and we want to make sure you are happy with the service you receive.
You can provide feedback using one of our ‘We care about what you think!’ leaflets in the surgery or online by filling out this form.
Where you have a concern we want to sort this for you. We would encourage you to talk to a member of staff as soon as possible.
What to do if you are unhappy with the service
If you are unhappy with the service we provide to you, please speak to a member of our team as soon as possible.
If you decide that you need to make a complaint, this page outlines your rights and how to make a complaint. It also provides you with contact details for a number of organisations that can help you.
How to make a complaint
If you are not happy with how we resolve your concern, you can make a formal complaint either in writing or verbally. We would encourage you to do this as soon as possible.
If you make a complaint verbally, a record of your complaint will be made and you will be provided with a written copy.
When emailing or writing to us, please mark your email or letter for the attention of the Practice Manager of the surgery.
What information should you provide?
However you choose to contact us, it is important to provide as much information as you can, especially dates, times and venues.
The sort of thing to include is:
- Your name, address and telephone number
- The nature of your complaint:
- details of what happened, when it happened and where it happened (it helps to include the names or titles of members of staff if you know them);
- details of what you want to complain about; and
- details of what you would like the outcome of the complaint to be if you can. For example, an apology or tell us what we could do to improve things.
What are your rights?
If you are not happy with the care or treatment you’ve received or you’ve been refused treatment or a condition, you have the right to complain, have your complaint investigated and be given a full and prompt reply.
The NHS Constitution explains your rights when it comes to making a complaint. You have the right:
- to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated;
- to discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent;
- to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusion and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken;
- to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS;
- to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority; and
- to compensation where you have been harmed by negligent treatment.
The NHS also commits:
- to ensure that you are treated with courtesy and you receive appropriate support throughout the handling of a complaint; and that the fact that you have complained will not adversely affect your future treatment;
- to ensure that when mistakes happen or if you are harmed while receiving health care, you receive an appropriate explanation and apology, delivered with sensitivity and recognition of the trauma you have experienced, and know that lessons will be learned to help avoid a similar incident occurring again; and
- to ensure that the organisation learns lessons from complaints and claims and uses these to improve NHS services.
Who else can help me?
Making a complaint can be daunting, but help is available.
If you do not feel comfortable making your complaint to the surgery, you can contact the Spirit Healthcare head office on 0800 881 5423
This service is entirely free and you will not be charged for the call, if calling from a landline.
Alternatively, you can email us at: firstname.lastname@example.org or write to us at: Spirit Healthcare, Saffron Way, Leicester LE2 6UP.
LEICESTER CITY CCG
In addition to contacting Spirit Healthcare directly, you can contact NHS Leicester City Clinical Commissioning Group (CCG).
Telephone: 0116 2950 426
By Post: Governance Officer, Leicester City Clinical Commissioning Group, St John’s House, Leicester LE1 6NB
NHS England welcomes concerns, compliments and complaints as valuable feedback that will help the NHS learn from your experiences and make improvements to services it commissions.
Telephone: 0300 311 2233
By Post: NHS England, PO Box 16738, Redditch, B97 9PT
If you need help and support to make a complaint about NHS services you can contact POhWER. POhWER is an advocacy service that is completely independent of the NHS and is governed by users of the NHS and other public services.
Telephone: 0300 456 2370 (charged at local rate)
Minicom: 0300 456 2364
Text: text the word ‘pohwer’ with you rname and number to 81025
Fax: 0300 456 2365
By Post: PO Box 14043, Birmingham B6 9BL
THE PARLIAMENTARY AND HEALTH SERVIVCE OBUDSMAN (PHSO)
If you are not content with the response you receive to your formal complaint, the next step is to escalate yur complaint to the PHSO
Telephone: 0345 015 4033
By Post: Millbank Tower, Millbank, London SW1P 4QP
YOUR LOCAL CITIZENS ADVICE BUREAU
The Leicester Citizens Advice Bureau (CAB) is a source of advice and support if you want to make a complaint about the NHS, social services or local authorities. Wherever you live in Leicestershire, you can contact their General Advice Service.
Monday – Friday, between 9am – 4pm:
Telephone: 0300 330 1025
Website: www.leicscab.org.uk to find a local branch
Healthwatch is the independent consumer champion organisation created to gather and represent the views of the public. Healthwatch plays a role at both a national and local level and makes sure that the views of the public and people who use services are taken into account.
You can contact Healthwatch Leicester:
Helpline: 0116 251 8313
General Enquiries: 0116 251 0601
By Post: Clarence House, Humberstone Gate, Leicester LE1 3PJ