Complaints Procedure
We always try to provide the best service possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) or POhWER.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our Practice Manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so we will endeavour to acknowledge your letter within three working days, and an offer to discuss the matter in person will be given. We will keep you informed of potential timescales and a full response will follow as soon as reasonably practicable.
Comments and Suggestions
We accept and consider comments and suggestions from our patients in respect of the service we offer. Please present your views in writing at reception or use our suggestion box.
To download a Forest House Surgery Complaints and Comments leaflet please follow the link below:
Complaints and Comments Leaflet (including a form) (DOCX, 27KB)