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We understand the importance of patient feedback in creating an exceptional healthcare experience tailored to your needs. By sharing your thoughts, experiences, and suggestions, you play a vital role in improving our services.

Your feedback serves as a powerful tool that helps us understand what we are doing well and where we can enhance our care. It allows us to celebrate the successes we’ve achieved together and identify areas where we can make meaningful improvements. Your insights help us deliver the highest standard of care, ensuring that every visit to our clinic is a positive and personalized experience.

Listening to your feedback not only helps us improve, but it also strengthens the bond between you and our healthcare team. Your input shows that we value your perspective and are committed to providing the best care possible. By actively incorporating your feedback, we can continuously enhance our services, address any concerns, and create an environment where your health and well-being are prioritized.

We encourage you to share your feedback openly and honestly. If you have a complaint, we have provided a comprehensive complaints leaflet where you can find all the necessary resources and information to register your complaint. Please review the leaflet by visiting the below link. Your complaint is important to us, and we are dedicated to addressing it promptly and resolving any issues you may have encountered.

We are committed to fostering an atmosphere of trust and continuous improvement. Your feedback is invaluable in shaping the future of our healthcare services. Together, let’s empower your health journey and create a partnership that leads to exceptional care and a positive healthcare experience.

Changes to how you make a complaint about primary care from 1 July 2023 

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. 

From 1 July 2023 new changes have been introduced to the way members of the public make a complaint about primary care services to the commissioner.

By primary care services we mean GPs, dentists, opticians or pharmacy services. 

There are two ways you can make a complaint: 

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   
• 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. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact LLR ICB instead of NHS England. 

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

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023. 

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. 

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. 

If you have any queries, please contact the ICB at 0116 295 7572.

Find out more about how to feedback or make a complaint about an NHS service