Want to make a suggestion to the practice?
Your comments and suggestions are important to us, please email highgatesurgery.noreply@nhs.net to send your suggestions over to us.
Please only offer suggestions about the practice and how we can improve our service to you.
Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please use accurx on out home page or contact reception.
If you have a complaint, please see below.
How to raise a complaint
We make every effort to give the best service possible to everyone who attends or interacts with our practice. However we are aware that things can go wrong resulting in patients feeling that they have a genuine cause for complaint.
In the first instance please either contact the surgery and ask to speak to either Lisa Ruck (Assistant to the Practice Manager) or May Lakhani (Practice Manager), or alternatively please email the surgery using highgatesurgery.noreply@nhs.net.
When we look into your complaint , we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and we will take steps to ensure that learning is conducted to assist in preventing the same problem again in the future.
Complaints are discussed with all practice members to put actions in place and for learning purposes across the whole team
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 new changes have been introduced to the way members of the public make a complaint about primary care services to the commissioner.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
- You can complain to Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB): this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact LLR ICB instead of NHS England.
You can do this by:
Telephone: 0116 295 7572
Email: llricb-llr.enquiries@nhs.net
Writing to us at: Corporate Governance Team NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) Room G30, Pen Lloyd Building County Hall, Glenfield Leicester, LE3 8TB
Complaints Policy
Complaints - Patient Leaflet