If you wish to pursue a complaint you can do this in writing, over the phone, face to face or by email to the primary care practitioner, NHS organisation concerned or commissioner of the service. If you are unsure who to complain to, please contact our Enquiries team either through our dedicated enquiries line, which is: 0116 295 7572, or by emailing us on firstname.lastname@example.org
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If you wish to complain directly to NHS East Leicestershire and Rutland Clinical Commissioning Group about a service we commission, with your consent, we will liaise with the provider of the service and will ensure that your complaint is investigated and a response is received in a timely manner.
If you choose to make your complaint verbally, a member of our team will put this in writing for you. You will be given the opportunity to discuss your concerns and say what you would like as an outcome.
The timescale for the response will be agreed with you and you will receive a written reply to confirm the investigation into your complaint.
Following the investigation you will be sent a formal response from our Managing Director or their deputy. This will include an explanation of our consideration of your complaint, an honest explanation, conclusions that we have reached in respect of your complaint, any remedial action that is considered to be appropriate, and confirmation that the action has been taken or that it will be actioned.
Our aim is to sort out any problems as quickly and professionally as possible. In line with national NHS policy there will be no detriment to your treatment and you will not be penalised in any way because you have made a complaint. Your complaint will not be placed on any part of your medical records.