Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors, or any of the staff attached to the Practice, please let us know by asking to speak to Amita Gohil (Reception Manager). We operate a Practice Complaints Procedure, which meets national criteria of the NHS for dealing with complaints.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally this will be within days because this will enable us to establish what happened more easily. However, if this is not possible please let us have your complaint in writing to Faizel Waka (Operations Co-ordinator), within six months of the incident, or within six months of discovering that you have a problem, provided this is within twelve months of the incident.

If writing to the Practice regarding a complaint please address it to:

Faizel Waka (Operations Co-ordinator)
Highfields Medical Centre, Merlyn Vaz Health & Social Care Centre, 1 Spinney Hill Road, Leicester LE5 3GH

What happens next

We will normally acknowledge your complaint within two working days, and aim to look into your complaint within ten working days. We shall then be in a position to offer you an explanation, or invite you to a meeting with the people involved. You may bring someone with you to the meeting.

The purpose of the meeting will be to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned
  • make sure you receive an apology, if this is appropriate
  • identify what we can do to make sure the problem will not recur

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we will need their written permission to discuss the matter with you.

Exceptions to this are if you are complaining on behalf of your child, or on behalf of someone who is mentally incapacitated.

Complaining to NHS England

Our Practice Complaints Procedure is designed to help us put right anything that has gone wrong and to improve our service to patients. However this does not affect your right to approach the local Area Team for NHS England if you feel you cannot raise the complaint directly with us, or if you are dissatisfied with the result of our investigation. 

You can complain or give feedback:

By post to:

NHS England
PO Box 16738
B97 9PT

By email to: [email protected]

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Protected Learning Time – Practice Closure

Our GP Practice takes part in a number of Protected Learning Time (PLT) events throughout the year. This dedicated time allows the practice the opportunity to close for the afternoon to carry out essential staff training and address learning and professional development needs for the whole Practice team. This Protected Learning Time allows us as a Practice to improve on our service delivery and ensure we are providing a high standard of care to our patient population.


We would like to advise you that the Practice will be closed for PLT on the following dates:


·  Thursday 9th September 2021                    afternoon from 1pm-6.30pm


·  Wednesday 15th September 2021            afternoon from 1pm-6.30pm


·  Thursday 23rd September 2021                 afternoon from 1pm-6.30pm


Between the hours of 1pm-6.30pm on these days, the phone lines will be diverted to an outsourced provider, Willows Health who will be able to assist you.

If you need medical assistance Willows Health will provide a clinical assessment over the phone, and if you require to be seen by a GP within these hours, they will arrange this.