39 Hockley Farm Road
Leicester
Leicester LE3 1HN
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0116 222 6100
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Your comments and suggestions are welcome to improve the quality of our service.  Please use the contact form above or put them in the box at the practice. 

MAKING A COMPLAINT

We find that most problems can be dealt with quickly and easily, often at the time they arise, with the person concerned and this may be the approach you try first.

If you are unable to resolve your issue in this way and wish to make a formal complaint, you should do so preferably in writing as soon as possible after the event, as this helps us to establish the details easily.

In any event this should be within 12 months of the incident.

If you are registered at the Practice you can make comments about your own care, you are unable to comment about someone else’s treatment without their written authority.

We are able to provide you a third-party consent form to enable a complaint to be made on behalf of a third party.  Please ask at reception for these forms.

WHAT HAPPENS NEXT?

We look to settle complaints as soon as possible.  We will acknowledge receipt of written complaints within 3 working days and we will aim to have looked into the matter within 10 working day. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue

When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved, if you would like to do so. 

When the investigations are complete, your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. Social Services) we will liaise with that organisation so that you receive one coordinated reply.  We may need your consent to do this. 

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.  The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can discuss the details with a third party.

Please ask at reception for a consent form for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint.  Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party; this depends on the wording of the authority provided.

COMMENTS & COMPLIMENTS

If you have any suggestions for us to improve our services we welcome your comments & compliments.

We have a Patient Reference Group (PRG) that meets regularly to discuss the way the practice operates and they welcome your suggestions.

You are welcome to join the PRG and if you are unable to attend the meetings we are happy to receive your suggestions by post or via our website.  Please express your interest in the PRG by completing a form available from the Practice.

We are very happy to receive your Comments & Compliments regarding any aspect of the Practice.  Both positive and negative comments help us to manage our processes and to continue to improve the services we provide to our patients.


Friends and Family Test

You can also leave feedback each time you visit or have an appointment at the Medical Centre.  To do so, please access the Friends and Family Test page.


 

If you are unhappy with any service or with any member of the practice team and would like to complain –

  • First talk the problem through with the senior receptionist.
  • Put your concerns in writing to us so that we can investigate and write to you to resolve your concern.

If you are still unhappy and wish to take the matter further, contact

NHS England

Customer Services

PO Box 16738

B97 9PT

Tel: 0300 311 22 33

 

Address

Hockley Farm Medical Practice

39 Hockley Farm Road
    Leicester
    LE3 1HN
 
    0116 222 6100
 
     hockleyfarmreception@gp-c82053.nhs.uk

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