We take complaints very seriously. If you need to make a complaint about the surgery or the services we offer, your details can be passed to the Practice Manager who will contact you within two working days. Or if you prefer, you can submit your complaint in writing and we will answer your concerns as soon as possible.
Please submit your feedback via the form on our feedback page or click here
Or via post for the attention of the Practice Manager:
Park View Surgery
24 – 28 Leicester Road
Loughborough
Leicestershire
LE11 2AG
Or call: 01509 230717
Complaints procedure
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, in writing. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 6 months of the incident that caused the problem OR
- Within 6 months of discovering that you have a problem, provided this is within 12 months
The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us.
At this stage you should be offered an explanation or a meeting with the person(s) involved.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again
If you wish to escalate your complaint to other agencies the contact details are for NHS England & the Health Service Ombudsman are below:
Customer services ( NHS England) St John’s House 30 East Street Leicester LE1 6NB
Telephone: 0116 295 7011
Email: customerservices@leicestercity.nhs.uk
Please be aware that the NHS Complaints Regulations do not permit you to complain to both the service who provided the care and Primary Care Trust. You must complain to one organisation and should you remain dissatisfied, you have the right to approach the Health Services Ombudsman. Every complaint is taken seriously and treated confidentially. Making a complaint will not affect your future care or treatment.
Changes to how you make a complaint about primary care from 1 July 2023
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.
Find out more about how to feedback or make a complaint about an NHS service
Complaining on behalf of someone else
Please note that Park View Surgery keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
