Complaints and compliments

Our complaints process explained.

Your suggestions and complaints are welcome to help us to improve the quality of our service.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Leicester City Assist Practice. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Our staff are trained to handle complaints. Alternatively, ask to speak or write to the practice manager: Deborah Brunger.

If you are still unhappy and wish to take the matter further, please contact LLR ICB (Leicester Leicestershire and Rutland Integrated Care Board)

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

 

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to assistpractice.noreply@nhs.net.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The investigating staff member will acknowledge all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and within 30 working days. We will provide regular updates regarding the investigation of your complaint.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.