Patient Feedback

We believe that patient feedback is an invaluable resource, which helps us meet the standard we set in our vision statement – so please do share your views with us. We endeavour to address any comments at the point of contact but should you wish to provide feedback at any other time please do contact the surgery. We also identify what patients think through other feedback tools, such as the Friends and Family Test on our website and the National Patient Survey. The information we gather is key to helping us make improvements where necessary.

Compliments

Positive feedback provides a morale boost for hard-working NHS staff and rewards good practice. Should you wish to compliment the surgery or any particular member of staff you can do so in person, in writing or via the practice e-mail address (bushloesurgery@nhs.net).

Complaints

We recognise that there may be times when you might not be happy with the treatment you have received. We aim to address any concerns you have when you raise them but should you remain unhappy with the practice’s response and wish to submit a complaint, the following information tells you how to do this.

How to make a complaint

Complaints can be made verbally, by email or by letter. Please ask to speak to the Assistant Practice Manager, Sara Poultney who is the complaints manager.

sara.poultney@nhs.net

Please make your complaint as soon as possible after the event, as this helps us establish what has happened more easily. Complaints must be made within 12 months of the event or within 12 months of you discovering the incident.

Registered patients can complain about their own care. You cannot make a complaint on someone else’s behalf without their written approval.

How to help us help you

Tell us when it happened

How it affected you

How you would like us to put things right

Please remember, if you are not the patient involved, we cannot take this complaint without their written consent to investigate

Use simple, clear language. If you find it easier to talk through the complaint, please ask to speak with the Assistant Practice Manager who will be happy to help.

The use of AI

We want to hear about your complaint in your own words. We know some people find AI tools such as ChatGPT helpful when writing complaints. AI-generated text can make complaints too complicated or include legal references that are not relevant. They can often be harder to read and understand exactly what your concerns are. This may increase the time it takes us to review your complaint, or we may need to ask you to resubmit it.

What happens next?

You will receive an acknowledgement within 3 working days

Your complaint will be fully investigated by looking at your medical records, talking to the clinician/s involved and/or listening to any call recordings

We aim to have replied formally to your complaint within 10 working days. If the matter is likely to take longer than this, we will let you know and keep you updated

Complaining on behalf of someone else

We keep to strict rules of medical and personal confidentiality. If you are not the patient involved, we will need their written consent to confirm they are unhappy with their treatment and that we can deal with someone else about it.

If the patient is unable to provide consent due to accident or illness, it may still be possible to deal with the complaint. Please provide precise details in your written contact with the surgery.

Please note, we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

What do I do if I am unhappy with the final response?

You can make a formal complaint via Leicester Leicestershire & Rutland ICB.

If you would like help making a complaint, then NHS Advocacy is a free, confidential service which is totally independent of the NHS.  You should provide as much information as possible to allow NHS England to investigate your complaint.  The complaint will then be investigated and you will receive the findings of that investigation.

Please go to

https://leicesterleicestershireandrutland.icb.nhs.uk/contact/

for more information on how to complain.

You can complain by post to:

Corporate Governance Team
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.complaints@nhs.net

You can also approach the Health Service Ombudsman.

The Parliamentary & Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 0345 015 4033

www.ombudsman.org.uk