- Arrive on time; if more than 10 minutes late, you may need to rebook.
- Cancel in advance so we can offer your slot to someone else.
- One appointment per person—book separately for others.
- On-call clinics are for one new issue only, not ongoing problems.
- Need extra time? Request a double appointment when booking.
- Request home visits early to allow for arrangements only for housebound and bedbound patient.
- Update us if you change your address or phone number.
- We have a zero-tolerance policy for abuse or violence—offenders may be removed from the practice.
Your Personal Health Information
We ask you for information and keep it together with details of your care. We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone. You have a right of access to your health records. Please ask at the reception for further details. There will be a fee for this.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You can find more information on our Medical Record Information page
General Data Protection Regulations
Suggestions and Complaints
As a first step, you may discuss your concerns with your GP or the practice manager at your surgery.
In many cases, issues can be resolved promptly without the need for further action.
Getting help and advice
If you are uncomfortable discussing your concerns with your GP or practice manager, you can seek advice.
Every NHS trust and Clinical Commissioning Group (CCG) has a complaints manager who can guide you through the process. Your GP surgery should also have a designated complaints contact.
If you are unsure who to reach out to or need guidance on making a complaint, you can contact your local CCG:
Complaints Department
NHS Leicester City
St John’s House, 30 East Street, LE1 6NB
You can also seek support from:
- Your local Patient Advisory Liaison Service (PALS)
- Your local Independent Complaints and Advocacy Service (ICAS)
PALS and Monitor
PALS offers a confidential service to help patients make the most of NHS services. They can provide information on the NHS complaints procedure and may assist in resolving concerns informally. Find your local service here.
Monitor is a national service that assists individuals who wish to file a complaint about their NHS care or treatment. The Gov.UK website has more information about their procedures.
Taking your complaint further
If your concerns are not resolved, you may decide to make a formal complaint. You can do this:
• verbally by speaking to a member of staff at your GP surgery, or
• by writing to your GP surgery. You can send a letter, or fill the form on this leaflet.
Whether you complain verbally or in writing, you should receive an acknowledgment from your GP surgery within three working days of the complaint.
Your complaint should be answered within six months, unless you and your GP surgery agree that it can be answered within a different timescale.
If you’re not happy with your GP surgery’s reply, you can refer your complaint to the Parliamentary and Health Service Ombudsman.
We are always keen to hear about problems you may be having. There is a suggestion box at the front entrance of the surgery.
Formal complaints should be made in writing marked confidential and addressed to the practice manager. You may also use this form if you wish.
A guide to your rights can be found on the GMC website.
The Patients Association also has useful information;
Patient Survey
We are always keen to receive feedback on your experiences of using our services. If you have used our services recently, you may wish to complete Friends and Family Test survey. Your Response is confidential, and will enable us to audit the responses, and make improvements where required.