Complaints Policy

Stage 1 - Local Resolution

The aim of Local Resolution is to try to sort out your problem directly with the surgery. Management aims to respond to you efficiently, sensitively and promptly.

Local Resolution is your opportunity to explain what it is you are unhappy about and what you would like to happen. It gives you and the management time to listen and discuss the incident. Local Resolution is important because it aims to resolve your concerns and, where appropriate, use your experiences to improve local services.

At this stage it is important to raise everything that you are unhappy about, as new issues cannot later be introduced as part of the same complaint.

It may be helpful to keep a record of any telephone calls you make and letters you write or receive about your complaint.

Are there time limits for making a complaint?

Yes. Generally, you should make your complaint within:

Twelve months of the incident happening or

within twelve months of you realising that you have something to complain about.

The surgery can use its discretion to look at issues that are beyond these timescales. For instance, if you were too ill to make the complaint straight away the surgery will consider if it is still possible to investigate the complaint effectively and fairly.

How do I complain?

You can explain what happened to you:

In person, on the telephone , by email, or in a letter.

The surgery prefers having complaints in writing but if you would rather telephone or go in person, our Practice Manager will make a written record of your complaint. The issues you raise should be written down and a copy given to you.

All NHS organisations have complaints procedures and in most cases they will probably be best placed to deal with your complaint quickly and efficiently.

Therefore, you are always recommended in the first instance to complain through your surgery.

You can complain directly to the surgery by contacting the Practice Manager

on telephone number 0116 233 7744 or pick up a complaint leaflet to complete from our reception area.

Alternatively, if you do not wish to complain to the surgery, you may contact the Clinical Commissioning Group (CCG):


Leicester City CCG Enquiries Telephone: 0116 295 1478

Or, if you wish to send an online message with your experiences to the CQC (Care Quality Commission), use:

CQC - Give Feedback on Care

Finally, if you choose to make a complaint are not satisfied with the response

you may then go to the Health Service Ombudsman (HSO)

What will happen next?

Sometimes it may be possible to resolve your concerns immediately. If this is not the case the Practice Manager:

Will acknowledge your complaint either verbally or in writing within three working days.

Will offer to contact you to discuss your complaint and arrange a plan to resolve your concerns with you. This means that we will discuss how best to resolve your concerns and what you hope to achieve from raising them. We will also agree with you a timescale for resolving the issues and how we will keep you informed of progress. The suggested timescales can be influenced by things like how many staff we need to speak to, how easy it is for them to access your medical records and if other NHS organisations are involved in your complaint. If there is a problem in keeping to the agreed timescale we will contact you before it expires to agree an amended timescale.

We will offer assistance to enable you to understand the complaints procedure or advice on where to obtain such assistance, such as, from your local ICAS provider.

Resolving your complaint

You will be offered a meeting to discuss your complaint and speak to staff directly about what has happened. You can bring a friend, relative and/or advocate with you to any meetings that you might have

Sometimes the NHS uses Conciliation or Mediation services. A conciliator/mediator is a neutral and independent person who can arrange a meeting with you and those involved (either separately or together) so you can all express your views and try to resolve your differences. A conciliator will become involved only if everyone affected agrees. The conciliation process is confidential.

Conciliation and Mediation Services differs from Trust to Trust so if this is offered you should ask the Practice Manager to explain how it operates in your area.

After the Investigation

Once the investigation is finished and any meetings have been held, the Practice Manager should send you a letter containing:

A summary of your complaint.

What the investigation found and any actions that are going to be taken as a result.

What to do if you are still unhappy with the answers given.

Depending on the investigation, the letter may contain:

An apology, if relevant

What actions will be taken and when, as a result of your complaint.

Who is responsible for making this happen.

What steps have been taken to prevent the same thing happening to other people.

The letter should be:

Balanced, factual and impartial.

Clear and easy to understand.

It should avoid technical terms and, if they are used, it should explain what they mean.

If you haven’t received this letter within the timescales agreed in the plan you may want to ring or write to check when you can expect to receive it.

If you have agreed, this letter may be sent in electronic form by email.

The Health Service Ombudsman (HSO) has produced a set of six clear principles for good complaints handling. All NHS organisations are expected to follow these principles when dealing with your complaint. You can request details of this guidance from your local ICAS office or from this website. Alternatively you can find out more by visiting the HSO website atwww.ombudsman.org.uk

How Do I Join The Practice?

Tell the receptionist you wish to join the surgery. You will be asked where you live (your postcode) to see if you are within our designated area.

What Happens next?

You will initially have to complete a registration form. You will be asked for photographic ID and proof of address.

You will then be booked an appointment for a "new patient health check" with our health care assistant or nurse.

After this, you will be registered for all our services including being able to see a doctor.

When Do I Call For An Emergency Appointment?

Ideally you need to call at 08:00am Monday-Friday for an emergency appointment. You will then be booked for a triage/appointment as appropriate.

What If I Can't Get An Appointment At My Surgery?

If you are registered as a patient of this practice, you can also get an appointment with a GP or prescribing nurse at one of our healthcare hubs, including during evenings, weekends and bank holidays:

•Westcotes Health Centre (8am to 8pm, 7 days a week)

•Belgrave Health Centre (Mon – Fri 6:30pm to 10pm, weekends and bank holidays 12pm to 8pm)

•Saffron Health ((Mon – Fri 6:30pm to 10pm, weekends and bank holidays 12pm to 8pm)

If we have been unable to offer you an appointment and you need to see someone quickly, ask our reception staff about an appointment at a healthcare hub instead.

Appointments can be booked for the same day or up to 48 hours in advance.

You can find more information on the following page: https://www.leicestercityccg.nhs.uk/find-a-service/healthcare-hubs

Zero Tolerance Policy

This surgery operates a zero tolerance policy to all and any abuse towards its staff, doctors or other patients. This could be physical, verbal or online abuse.

GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services, a mutual respect between staff and patients has to be in place. All of our staff aim to be polite, helpful and sensitive to all patients' individuals needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

However, aggressive behaviour, be it physical, verbal or online will not be tolerated and may result in you being removed from the practice list as a patient and in extreme cases, the police being contacted.

In order for the practice to maintain good relations with our patients we would like to ask all of our patients to read and take note of the occasional types of behaviour that we find unacceptable:

  • Using bad language, swearing or shouting at practice staff

  • Any physical violence towards any member of our team or other patients

  • Verbal abuse towards the staff in any form, including shouting

  • Racial abuse, discrimination or sexual harassment will not be tolerated in any circumstance

  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations provided when they are unable to be met

  • Being perceived to bully or intimidate a member of staff

  • Causing damage/stealing from the practice's premises, staff or patients

  • Obtaining drugs and/or medical services fraudulently