You can leave feedback about most of the NHS services you receive; these include your GP, dentist, midwife, public health nurses (health visiting and school nursing) and hospital services. This feedback can also play a vital role in improving the service as a whole too.

How does it work ?

When you complete treatment, are discharged or have seen a health professional you may be asked to complete a Friends and Family Test. There may be a variety of ways of leaving the feedback, you may receive a text, be given a card to complete and return or be able to complete via a website.

Filling out the form

It is quick and easy to fill out the form, there is only 1 question – “How likely are you to recommend our service to friends and family if they needed similar care or treatment?” which you can score from extremely likely to extremely unlikely. You can also leave some comments if you would like to.

You do not have to fill the form out; it is entirely up to you. If you are unable to answer the questions a member of your family may answer the question for you.

The Friends and Family test should be accessible for all service providers and support is available for patients that need assistance due to disabilities, literacy issues or mental health issues.

If you have not been offered the form and would like to leave feedback then please ask a member of staff. You can also contact PALS (Patient Advice and Liaison Services).

PALS – Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) will deal with any compliments, questions, comments or concerns that you may have.

Contact PALS by calling 0116 295 0830 Monday to Friday, 9am to 4pm, e-mail PALS@leicspart.nhs.uk or write to them at Freepost LPT Patient Experience (this is the full address and will reach the team).

You can find more information about PALS here.

How to make a complaint

Although staff aim to provide the best possible care sometimes things can go wrong and you may feel that the care you or a family member has received was not as expected and made you unhappy. Under the NHS constitution you have the right to make a complaint about any aspect of NHS care service or treatment.

We would advise that you speak to the member of staff where the care was provided to try and resolve things. If that is not possible or if you were not satisfied with the actions then please contact the Complaints Team who will be able to support you.

You can contact them by telephone – 0116 295 0831 Monday to Friday, 9am–5pm, email complaints@leicspart.nhs.uk or write to them at:

Complaints Team,

Swithland House

352 London Road

Leicester

LE2 2PL

If you would like further information regarding complaints including where to access independent advice, click here.

Leicestershire Partnership NHS Trust runs a confidential secure text messaging service for parents of children aged 0-19 years called Chat Health. The service operates Monday to Friday between 9am and 5pm, excluding bank holidays. All texts will be responded to by a public health nurse (health visitor/school nurse) within 24 hours. Outside of the service working hours, you’ll receive a message back to inform you that your text will be responded to once the line reopens.

Should you require urgent health advice in the meantime, please contact your GP, visit an NHS walk-in centre or call NHS 111. For emergencies, dial 999 or visit A&E.

Leicester City: text 07520 615381

Leicestershire & Rutland: text 07520 615382