Our complaints process explained.
Your suggestions and complaints are welcome to help us to improve the quality of our service.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Sturdee Road Health and Wellbeing Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Our staff are trained to handle complaints. Alternatively, ask to speak or write to the practice manager: Sukhbinder Jaiswal.
If you are still unhappy and wish to take the matter further, please contact LLR ICB (Leicester Leicestershire and Rutland Integrated Care Board)
You can do this by:
- Telephone: 0116 295 7572
- Email: [email protected]
- Writing to us at: Corporate Governance Team
NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) Room G30, Pen Lloyd Building
County Hall, Glenfield
Leicester, LE3 8TB
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected].
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The investigating staff member will acknowledge all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and within 30 working days. We will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.