- Arrive on time; if more than 10 minutes late, you may need to rebook.
- Cancel in advance so we can offer your slot to someone else.
- One appointment per person—book separately for others.
- On-call clinics are for one new issue only, not ongoing problems.
- Need extra time? Request a double appointment when booking.
- Request home visits early to allow for arrangements only for housebound and bedbound patient.
- Update us if you change your address or phone number.
- We have a zero-tolerance policy for abuse or violence—offenders may be removed from the practice.
Your Personal Health Information
We ask you for information and keep it together with details of your care. We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone. You have a right of access to your health records. Please ask at the reception for further details. There will be a fee for this.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You can find more information on our Medical Record Information page
General Data Protection Regulations
Suggestions and Complaints
Procedure
- Receiving Complaints
- Complaints may be received verbally, in writing, or electronically.
- All complaints must be acknowledged promptly and recorded appropriately.
- Minor Complaints
- Complaints considered minor (e.g., administrative issues, appointment delays, and non-clinical concerns) should be managed by team leaders.
- Team leaders are responsible for investigating the issue, responding to the patient, and documenting the outcome.
- Resolution should be aimed for within a reasonable timeframe.
- Major Complaints
- Complaints involving serious concerns (e.g., clinical issues, patient safety, repeated problems, or formal written complaints) must be escalated.
- These should be forwarded to the practice manager without delay.
- Escalation Process
- The Practice Manager will review all major complaints.
- Where appropriate, the complaint will be discussed at the next scheduled practice meeting.
- Further investigation may be conducted, and actions agreed upon to address the issue.
Complaints Department
NHS Leicester City
St John’s House, 30 East Street, LE1 6NB
You can also seek support from:
- Your local Patient Advisory Liaison Service (PALS)
- Your local Independent Complaints and Advocacy Service (ICAS)
PALS and Monitor
PALS offers a confidential service to help patients make the most of NHS services. They can provide information on the NHS complaints procedure and may assist in resolving concerns informally. Find your local service here.
Monitor is a national service that assists individuals who wish to file a complaint about their NHS care or treatment. The Gov.UK website has more information about their procedures.
Patient Survey
We are always keen to receive feedback on your experiences of using our services. If you have used our services recently, you may wish to complete Friends and Family Test survey. Your Response is confidential, and will enable us to audit the responses, and make improvements where required.