We're here to help
We can help sort out problems or questions you have about any aspect of the services made available by NHS Leicester City or NHS Leicestershire County and Rutland. Our team can be contacted by patients, their relatives, friends or carers by phone, fax, letter or email. Customer Services incorporates the Patient Advice and Liaison Service (PALS). Our role includes:
- advice and support to patients, their families and carers
- where to come if you have comments or suggestions about the NHS
- assistance with sorting out problems quickly on your behalf
- contact details for further help, such as voluntary organisations
- registering with or changing your GP or NHS dentist
- explaining prescription, dental and other charges
How to contact us
For help and general enquiries, write to:
Customer services team
St John's House
30 East Street
Leicester LE1 6NB
Telephone us on: 0116 295 7011
Fax us on: 0116 295 1457
To make comments or suggestions
We welcome your comments, suggestions and feedback. It is important to help us to continually improve our services. Tell us about your experiences of the services provided by NHS Leicester City or NHS Leicestershire County and Rutland by emailing the customer services team
To make a complaint
All staff working for NHS Leicester City and NHS Leicestershire County and Rutland try to provide the best possible service to the people in our area. However, sometimes things do go wrong and you might not be happy with the treatment you, a friend, a neighbour or a member of your family has received.
The first thing to do is talk to a member of staff where you received treatment. We often find that by talking things through straight away, problems can be resolved there and then. Alternatively, you can contact a member of our customer services team:
Customer services
St John's House
30 East Street
Leicester LE1 6NB
Telephone: 0116 295 7011
Fax: 0116 295 1457
Every complaint is taken seriously and treated confidentially. Making a complaint will not affect your future care or treatment.
How your complaint will be handled
Stage 1 - Acknowledgement
When your complaint is received, our customer services team will contact you either by phone or send a letter of acknowledgement within three working days of receiving your complaint. Ideally, we like to speak to you about your complaint over the phone if possible, to agree the key dates in dealing with your complaint. We will always inform you if these dates need to change and the reasons why.
Stage 2 - Investigation
We will always ask for your consent to speak to other staff or organisations in order to investigate your complaint. We will not proceed until we have it. The staff who have been involved in your care are asked for comments on the matters you have raised. If the complaint concerns your clinical care, your health records may be consulted.
Stage 3 - Response
As soon as responses are received from staff, they are checked to ensure that they are clear and answer all your questions. Once we are satisfied that our response comprehensively addresses all the aspects of your complaint you will receive a reply from the director of quality, on behalf of the chief executive.
We will endeavour to always keep you updated on the progress of your complaint, however, you may telephone or write to us to find out how your complaint is progressing.
Stage 4 - Outstanding concerns
When you receive the response, we hope that we will answer all your concerns satisfactorily. If not, please let us know what your unresolved concerns are, and we will continue our enquiries. It is sometimes helpful to have a meeting to discuss your concerns and you may wish to discuss this option with the complaints manager.
We will make every effort to ensure that all your concerns are resolved, but if you are not completely satisfied you can now ask the Health or Local Government Ombudsman to independently review your case.
How to contact the Health Service Ombudsman
If your complaint is about a service provided by the NHS, you should contact the Health Service Ombudsman by:
- visiting www.ombudsman.org.uk
- calling the complaints helpline 0345 015 4033 (Mon-Fri 8:30am - 5:30pm)
- or write to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Customer services opening hours are: Monday to Friday 9am to 5pm.
NB: All contact is kept confidential, we will never pass on your contact details to any third party without your consent.
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