Talk To Us
Every patient has the right to make a complaint about the treatment or care they have received at Markfield Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
A complaint can be made verbally or in writing. You can also complain via email to firstname.lastname@example.org
Who To Talk To
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager, Laura Gibson.
If for any reason you do not want to speak to a member of our team, then you can request that the primary care service commissioners investigates your complaint. They will contact us on your behalf:
Corporate Governance Team
NHS Leicester, Leicestershire and Rutland ICB
Room G30, Pen Lloyd Building
County Hall, Glenfield,
Leicester, LE3 8TB
T. 0116 295 7572
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Laura Gibson or a GP Partner will investigate complaints effectively and in conjunction with extant legislation and guidance.
Markfield Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Markfield Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.
We will issue a formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.
- POhWER support centre can be contacted via 0300 456 2370
- SeAp Advocacy gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Tel: 0345 015 4033
The Ombudsman can consider your complaint and also any grievances about the administration of the complaints procedure itself.