Comments & Complaints

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or take part in our Friends and Family test.

Formal Complaints Procedure

We always try to provide the best service possible but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure.

The practice complaints 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.

Please note that we have to respect patient confidentiality and consent may be necessary if a complaint is not being made by the patient themselves.

Complainant options

The complainant, or their representative, can complain about any aspect of care or treatment they received at this practice. Write with as much detail as possible to assist in an investigation to:

A) Complaints Manager, Pinfold Medical Practice, Pinfold Gate, Loughborough, Leicester. LE11 1DQ.

Or,

B) LLR ICB (instead of NHS England as of 2023).

Tel: 0116 295 7572

Email: llricb-llr.enquiries@nhs.net

Add: Corporate Governance Team

NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) Room G30,

Pen Lloyd Building

County Hall, Glenfield

Leicester, LE3 8TB

A primary care complaint can only be raised and investigated by one NHS organisation e.g. GP practice OR LLR ICB but cannot be raised with both.

We believe it is important to deal with complaints swiftly. We will acknowledge your letter within three working days.

You may be contacted for further details to assist on how best to undertake the investigation or liaise with regards to a response timescale if it is estimated to take longer than 4 weeks.

POhWER Advocacy is empowering people to have a voice and making a real difference to their lives by speaking for them when they can’t and supporting them to speak for themselves when they can.

For more information visit:

What is advocacy | POhWER