Feedback & Complaints

We are committed to providing the highest possible standard of care for our patients and service users. 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 or any ideas and suggestions you may have. We welcome and value your feedback, comments, and suggestions, as these help us continuously improve the quality of our services.

To provide feedback:

• Speak with receptionist in the Confidential Room
• Phone us on 0116 273 6330 / 0116 268 9400
• Take part in the Friends and Family Test – this is an anonymous and quick way for you to provide feedback

East Park Medical Centre adheres 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.

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 you recieved. 

We trust you will use the procedure to allow us to investigate and, if possible, put right any problems you have identified or mistakes that have been made.

Please note that we have to respect our duty of confidentiality to patients and therefore a patient’s consent will be required to make a complaint. 

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 often at the time they arise and with the person concerned. However, if you wish to make a formal complaint, please do so as soon as possible, ideally within a few days of the event arising. This will enable us to establish what happened more easily.

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 in the correct way. Please be as specific as possible when communicating your complaint. 

Complaining on behalf of someone else
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.

What 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. 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 investigation.

Complaining to other authorities

Many issues can be resolved quickly by speaking directly to the Reception Team or Practice Manager.

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). 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. 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:

Leicestershire Patient advice and liaison services (PALS)