Spinney Hill Medical Practice is always looking for ways to improve the service it offers to our patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
Giving feedback
To provide feedback:
- speak with reception in the Privacy Room
- phone us on 0116 482 7140 / 0116 482 7142
- take part in the Friends and Family Test – this is an anonymous and quick way for you to provide feedback
- leave a review on the NHS website
Spinney hill Medical Practice 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.
At this Practice we always try to give you the best service possible but there may be times when you feel this has not happened. The purpose of this information is to explain what to do if you have a complaint about the service the Practice provides for you.
Our Practice procedure is not able to deal with questions of legal liability or compensation. However, we trust you will use the procedure to allow us to look into and, if possible, put right any problems you have identified or mistakes that have been made.
Using this procedure will not affect your right to take the complaint further if you so wish. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be required if a complaint is not made by that patient in person.
If you wish to make a complaint, please email via the website > Contact Us.
We think it is important to deal with complaints swiftly and you will normally be offered an appointment for a preliminary meeting to discuss matters within a few days. You may bring a friend or relative with you to that meeting.
We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you. The Patient Advisory Liaison Service (PALS) or the Ombudsman will deal with any complaints you may have. Their first action is usually to refer the complaint back to the surgery.
How to make a complaint about your GP practice
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This enables us to establish what happened more easily.
- talk to someone > discussion will take place in the Privacy Room
- fill in a complaints form (Word Copy – click here / PDF Copy – click here)
- email the practice > shmc.c82024@nhs.net
You should address your complaint in writing or verbally (Face to Face or via calling in to the Practice Manager or Deputy) . The Practice Manager / Deputy will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Form is available from reception.
We happens after a complaint has been submitted
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we investigate your complaint, we will investigate the circumstances, make it possible for you to discuss the problem with those concerned, make sure you receive an apology if this is appropriate and take steps to make sure any problem doses do not arise again. You will receive a final letter setting out the result of any practice investigations.
Complaining to other authorities
Many issues can be resolved quickly by speaking directly to the Reception Team Leader or Practice Manager (Anisah Raidhan)
Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support.
Leicester, Leicestershire and Rutland (LLR ICB)
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. Click Here
Patient Advice and Liaison Service (PALS)
Concerned but don’t want to complain? Have a problem, but don’t know who to talk to? Worried but not sure what to do? Need information, but don’t know who to ask?
The Patient Advice and Liaison Service (PALS) can help. Whether you are a patient or a carer let us help to make it easier. PALS is a confidential service that provides information advice and support for patients, families and carers. PALS seek to promote the importance of listening to patient enquiries and concerns. To support this, the PALS team work closely with staff who have direct contact with patients, their families and carers, providing help and information regarding enquiries or concerns raised by those receiving care or treatment.
For further enquiries, please click on the following link:
Leicester, Leicestershire and Rutland Patient advice and liaison services (PALS)