How to make a complaint
At Billesdon Surgery we take complaints very seriously and try to ensure that you are pleased with your experience of our service. Complaints are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want out complaint about a service to be handled. We learn from every mistake that we make and respond to your complaints in a caring and sensitive way.
To make a complaint please click here to open the Patient Complaint Form. You can also access our patient leaflet which provides further information about how we handle your complaint by clicking here.
The persons responsible for dealing with all complaints is Dr Henrietta Burton or the Practice Manager. We will acknowledge your complaint in writing normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If you do not wish to meet us, then we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received. If you are not satisfied with the result of our procedures then a complaint may be made to:
Health Service Ombudsman
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Tel: 0345 0154033
Website: www.ombudsman.org.uk
The Patient Advice and Liaison Service( PALS)
Email: PALS@leicspart.nhs.uk
Tel: 0116 295 0830
NHS Leicester
Leicestershire and Rutland Integrated Care Board
Room G30
Pen Lloyd Building
County Hall
Glenfield
Leicester
LE3 8TB
Tel: 0116 295 7572
Email: llricb-llr.enquiries@nhs.net