The Process For Complaints About NHS Primary Care Services Is Changing

From 1 July 2023, the way members of the public make a complaint about primary care services is changing. Primary care services are generally the health services that you receive outside of hospital; these include GP practices, dentists, opticians and pharmacy services.

Everyone has the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution 

Members of the public are still encouraged to raise their concerns directly with the primary care provider in the first instance, as this may lead to a quicker resolution. However they also have the option to complain to the commissioner of the service. Up until now, this was NHS England, but from 1 July, most primary care services will be commissioned by the local integrated care board (ICB).    

Patients in Leicester, Leicestershire and Rutland (LLR) should therefore direct any complaints about primary care services to the LLR ICB.    

Dr Nil Sanganee, GP and Medical Director of the LLR ICB, said: “Now that we are taking over the responsibility locally for a broader range of health functions, this will enable us to design services that better meet the needs of our local population.

“We want to listen to our patients in order to deliver improvements and the new process for handling complaints is an important first step in this journey.”

A complaint may be made by email to[email protected], by telephone on: 0116 295 7572 or in writing to this address:

Corporate Affairs Team
Leicester, Leicestershire ICB
Room G30, Pen Lloyd Building, County Hall
Glenfield
Leicester
LE3 8TB

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. 

Further details are available at: https://leicesterleicestershireandrutland.icb.nhs.uk/contact/

UPDATES

MEASLES. 

Measles is extremely infectious and can be serious. If you have symptoms of measles, please stay at home and phone your GP or NHS 111 for advice. STAY AWAY from GP surgeries and A&E departments – you could spread the illness to others.

Go to nhs.uk for more measlesinformationUK.

 

WE ARE IMPROVING OUR APPOINTMENT SYSTEM

Patient Triage is a set of simple questions completed by the patient or receptionist to help us find the right appointment, support or advice for you at the right time. You can get in touch with us online at www.lhmp.co.uk or via the NHS App.

Please contact us by phone for urgent concerns

PRESCRIPTIONS

Please contact the team direct by calling 01664 503000 and select the Prescriptions team option or email the team direct at [email protected]

 

 

PRACTICE GUIDANCE: COVID-19

Mask wearing guidance has changed for healthcare settings.  Staff will be required to wear face masks in clinical areas.

Patients are advised to wear a face mask when attending the Practice.

 

Thank you

 

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