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Comments, Compliments & Suggestions

We are happy to accept and consider feedback from our patients so we can improve the service we provide and our patient care, we are also happy to accept compliments from our patients to better understand what we are doing well.

We strive as a team to give the best care we provide, we are always trying to find ways to improve and change the way we work, hoping to provide better communication, access and relationship with our patients.

Complaints Procedure

We always try to provide the best service possible but there may be times you feel this has not happened. The following information explains our  complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Primary Care Trust or Healthcare Commission. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please send an email to us at bridge.street@nhs.net

We believe it is important to deal with complaints swiftly, so we will acknowledge your letter within three working days and normally a full response will follow within a further 28 working days. If this is not possible a further letter will be sent explaining the delay.

Alternatively, from 01/07/2023 to make a complaint about primary care services to the commissioner contact LLR ICB (instead of NHS England) on:

Telephone: 0116 295 7572

Email: llricb-llr.enquiries@nhs.net

Write to: Corporate Governance Team, NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB), Room G30, Pen Lloyd Building,
County Hall, Glenfield, Leicester, LE3 8TB