- Be on time for your appointment. If you are more than 10 minutes late for your appointment, you may be asked to rebook.
- Tell us in good time if you need to cancel your appointment so that we may offer your appointment to someone else.
- Remember, one appointment is for one person. If you need to discuss more than one patient, please book a separate appointment for them.
- We run on call clinics. These are for one, new problem. Please do not discuss on-going problems in these appointments.
- We recognise you may sometimes need to discuss more than one thing. Please let the reception staff know if this is the case when you book so we can offer you a double appointment.
- Please request a home visit as early as possible so arrangements can be made.
- Always tell us if you change your address or phone number.
- The practice operates a zero tolerance policy any patient that is violent or abusive to any member of staff may risk being removed from the practice list.
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
As a first step, you could talk to:
your GP, or the practice manager at your GP surgery.
In many cases, the problem can be solved straightaway, and you won’t need to take your complaint any further.
Getting help and advice
If you don’t feel comfortable about talking to your GP or practice manager, you may want to seek advice.
All NHS trusts and Clinical Commissioning Group (CCG) have a complaints manager who can advise you about making a complaint. Your GP surgery should also have someone who oversees complaints.
If you’re not sure who to contact, or you want advice about how to complain, you can contact your local CCG. Their address is:
Complaints Department, NHS Leicester City St John’s House, 30 East Street, LE1 6NB
You can also get advice about your complaint from:
• your local Patient Advisory Liaison Service (PALS), or
• your local Independent Complaints and Advocacy Service (ICAS).
PALS and Monitor
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Find your local service here.
Monitor is a national service that supports people who want to make a complaint about their NHS care or treatment. The Gov.UK website has more information about their procedures.
Taking your complaint further
If your concerns are not resolved, you may decide to make a formal complaint. You can do this:
• verbally by speaking to a member of staff at your GP surgery, or
• by writing to your GP surgery. You can send a letter, or fill the form on this leaflet.
Whether you complain verbally or in writing, you should receive an acknowledgment from your GP surgery within three working days of the complaint.
Your complaint should be answered within six months, unless you and your GP surgery agree that it can be answered within a different timescale.
If you’re not happy with your GP surgery’s reply, you can refer your complaint to the Parliamentary and Health Service Ombudsman.
We are always keen to hear about problems you may be having. There is a suggestion box at the front entrance of the surgery.
Formal complaints should be made in writing marked confidential and addressed to the practice manager. You may also use this form if you wish.
A guide to your rights can be found on the GMC website.
The Patients Association also has useful information;
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.