Complaints Procedure


Patient Feedback

We aim to deliver a consistently high standard of service and patient care, and we can improve this with your input.        

We value all patient feedback

If you have any suggestions, comments, ideas or even a compliment these are all greatly welcomed.

There are a number of ways to provide feedback.

  • Fill in a comment card (available in reception) Completed cards then need to simply be placed in the box provided.
  • Submit your feedback online by visiting our website at and clicking on ’feedback form’ on the home page
  • Complete the online questionnaire sent to yourself after appointments.
  • Ask to speak to a member of the management team.

All feedback is available for all staff, and is discussed at our monthly practice meetings.




We recognise that on occasions a person may feel disappointed or dissatisfied about the service. If that is the case we would like you to know as we always treat any complaints seriously and be assured that it will have no impact on the care you receive here at Merridale.

There are two ways you can make a complaint

You can complain to ourselves, addressing this to Abigail Rainer the Complaints Handler this can be done. You can do this in writing, via telephone call, speaking with one of the team leaders whom will take a statement and pass this to the complaints team.


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


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 are dissatisfied with the outcome you can contact:

The Parliamentary and Health Service Ombudsman

Tel 0345 0154033

 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. 

By primary care services we mean GPs, dentists, opticians or  pharmacy services


We always aim to deal with complaints as quickly as possible. We will send an acknowledgement within 3 working days of receiving the complaint and at this point we will offer you a response time according to the complaint and the investigation needed.  If the matter is likely to take longer than this we will let you know and keep you informed as to progress.

If your complaint involves a third party it will be necessary for us to liaise with them too before we can send a full response. (We may need your consent prior to doing this and will contact you if that is the case).



Complaints Handler Abigail Rainer

(Operation/Patient Liaison Manger)

Complaints Manager Vicky Kershaw

(Partner Practice Manager)


Merridale Medical Centre,

5, Fullhurst Avenue,




Complaining on behalf of someone else

We follow strict rules of patient confidentiality. If anyone   wishes to make a complaint on behalf of another person we will require written consent of the patient concerned first. If the patient is unable to provide written consent (due to illness or personal circumstances) please provide details in a covering letter and this will be reviewed on a individual basis.

Please note that we are unable to discuss any issue relating to someone else without their written permission to do so.