Changes to how you make a complaint about primary care from 1 July 2023

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 GP services.

There are two ways you can make a complaint:

• You can complain to the healthcare provider: GP 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

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

If you have any queries, please contact 0116 295 7572.

We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.

The average pay for GP’s working in Hazelmere Medical Centre in the last financial year was £79,689 before tax and national insurance. This is for 2 full time GPs, 3 part time GPs who worked in the practice for more than 6 months.

The mission of Hazelmere Medical Centre is to improve the health of our patient population and to manage illness with skill and compassion.  We aim to work with our patients in providing excellent and modern, family centered health care.  We are committed to ensure that this care is provided with sensitivity and takes into account, the best and latest clinical evidence that is available both in treating our patients and in providing preventative services to keep our patients in the best possible health.

Please click here to view.

The Practice is involved in training for general practice and teaching medical students.  GP Registrars and Foundation Programme doctors work at the Medical Centre. They are fully qualified doctors obtaining general practice experience. Clinical medical students are also attached to the Practice.  They may be sitting in with the doctor or you may be asked to see a student prior to seeing the doctor. To help with teaching some consultations may be video recorded. This will only be done with your consent.