Our PALS and Complaints Team is here to help you with any compliments, questions, comments or concerns you may have relating to our services. We can also:

  • Provide confidential advice and support to patients and service users, their families and carers
  • Listen and respond to any compliments, comments or suggestions
  • Provide information about services and local support groups
  • Help to resolve concerns on your behalf
  • Give you information on how you can get involved in helping us to develop our service

Contact us:
By phone: 0116 295 0830 (Monday to Friday 9.00am – 4:30pm) You can leave a voicemail message at any time and we will respond to you as soon as we can.

By email:   lpt.pals@nhs.net

By post:
Freepost LPT Patient Experience
(note: this is the full address and will reach us)



How we can help

All our staff strives to provide the best possible care and service. However, occasionally things can go wrong. If you feel unhappy or have any concerns the please talk to a member of staff in the service in the first instance. How we can help you
Our Patient Feedback Team would like to hear about your experience and are here to help with any positive or negative feedback you have. We can:

  • Provide confidential on the spot advice and support to anyone who uses our services, their families and carers
  • Listen to all suggestions and make sure these are shared with our services
  • Liaise with our staff to resolve any issues you raise as quickly as possible
  • Provide information on services and local support groups
  • Support you with your complaint where actions will be taken to improve services and ensure learning takes place
  • Help sort out health concerns on your behalf

Have Your Say - How to give feedback

Your compliments make a real difference and helps us to know what we are doing well and what we need to make improvements to

You can share positive or negative feedback by speaking to any member of staff or with PALS

You can also phone, write or email PALS and we will make sure your comments are shared with the relevant individuals or teams

You can leave comments about our services when you complete our friends and family Test (FFT). Speak to a member of staff if you want to complete an FFT comment card

You can also leave feedback on the NHS Choices website anonymously and we will respond and share these comments
with the service.

You can give feedback by writing to us, or phoning us, or sharing your comments with a member of staff. You can also email us
You can also email our feedback inbox feedback@leicspart.nhs.uk

You can raise your concern directly with a member of staff, and we would encourage you to do this, as they can work with you to resolve the issue quickly
If you would rather not raise your concerns directly then share them with PALS and we will support you through this

Patient or Carer Short Film

Would you like to be involved in a Patient or Carer short film about your experience?
We are always looking to hear from people who would like to share their experiences with us. If you are a service user, carer, friend or family member then The Patient Experience Team are happy to speak further with you to arrange to film a short story.

You will have the opportunity to tell us what's gone well, or not so well, whilst you or your relative received care and treatment from our services. If you prefer we also have the option to do an audio recording.

Leicestershire Partnership NHS Trust (LPT) are committed to capturing and learning from you as the patient voice is very important to us, particularly when looking into improving patient experience.

LPT are currently building a library of patient story films to use in staff induction, training and development, as well as improvement projects. Your film will also be used for the “patient voice” section within the Trust Board monthly meetings.

For more information please speak to a member of staff or contact the Patient Experience Team on: 0116 2950830 or email the patient experience team to: lptpatient.experience@nhs.net

Advocacy Service

What is an advocate?

At times, we all can find it difficult to speak up for ourselves and somebody else, like an advocate, might be able to help by speaking up on your behalf. An advocate will act as your mouthpiece. An advocate's job is to represent your views, your needs and your rights by speaking or writing on your behalf. An advocate can attend meetings with you or instead of you and they can help you get your entitlements

Many advocates are people who have experience of mental health or learning disability services themselves and may have used the services in the past, so they're well-placed to understand what you're going through

How to get an advocate

All patients are allocated a care co-ordinator who will know about advocacy services

Alternatively you can contact them directly:

A statutory NHS Complaints Advocacy Service that can help you to use the NHS Complaints process. It's free, confidential and independent. Call 0300 456 2370

Click here for more information

Supporting Information regarding Domestic Violence

Leicester City Council have released new resources in regards to Domestic Abuse (DA) – Leicester which includes key messages and support resources for people during the coronavirus pandemic.

Links to these resources are below;

A UAVA Friends and Family Booklet which is a guide for people who think their friend, relative, neighbour or colleague may be in a relationship with someone who is abusive

Information on how a Home should be a safe place during the lockdown

Supporting Information/ Organisations
Help for better mental health and wellbeing
  • Rethink Help & support for people affected by mental illness: 0300 5000 927
  • Let’s Talk wellbeing – provides mental health support for people aged 16 and over who are suffering with anxiety, depression and other similar difficulties across Leicester, Leicestershire and RutlandDuring the current Coronavirus pandemic the service is available to help people across the City and Counties to manage their conditions, and offers free talking therapies for common mental health problems, including depression, anxiety, panic, phobias, obsessive compulsive disorder (OCD), trauma and stress all of which can be accessed online. Support is one to one sessions via telephone or video conferencing with a therapist, and also allows service users to work at their own pace with regular reviews from a therapist. Anyone can access the service by registering online: https://www.nottinghamshirehealthcare.nhs.uk/letstalkwellbeing and selecting the area you live in.Alternatively you can register by calling the service directly:If you’re registered with a GP practice in Leicester City call 0116 292 7010 orIf you’re registered with a GP practice in Leicestershire or Rutland call 01509 561100.
  • LAMP (Leicestershire Action for Mental Health Project): 0116 255 628
  • Alzheimer’s Society Advocacy, information and support for people with dementia and carers: 0116 251 0366
  • Focusline Leicestershire For people experiencing mental distress, and their carers: 0800 027 2127
  • Savera: For Asian people with mental ill-health, and their carers: 0116 261 2837
  • Samaritans Available 24 hours a day to provide confidential emotional support for people who are experiencing feelings of distress, despair or suicidal thoughts:116 123. You can also download the Self-help support app on http://selfhelp.samaritans.org/
  • Sane improve the quality of life for anyone affected by mental illness, including family friends and carers: 0300 304 7000
  • Mum’s Mind LPT’s ground breaking text message mental health support service for new and expectant mums. This service has seen demand rise by around 60% over the last month.The confidential service offers expert advice and information to support mothers across Leicester, Leicestershire and Rutland who struggle with mental health issues during pregnancy and baby’s first year. The perinatal service offers specialist mental health care close to home for mothers referred to them with moderate to severe mental illness, and support and advice for their families.Support is provided via a dedicated text line – 07507 330 026 open between 9am and 4pm on weekdays. This is not a crisis service, texts replied to in 24 hours. For general advice on baby care is available through LPT’s original ChatHealth Service on 07520615381 (Leicester City) or 07520615382 (Leicestershire and Rutland)
  • Mental Health Foundation improves the lives of those with mental health problems or learning disabilities through research, service development and information: 020 7803 1100
  • Help for living a healthier lifestyle 

    Help with benefits, money and debt

    • Age Concern Leicester: Welfare Rights Officer: 0116 299 0555
    • Age Concern Leicestershire & Rutland: 0116 299 2233
    • Age Concern Lutterworth: 01455 557116
    • Age Concern Oadby & Wigston: 0116 288 5203
    • Age Concern Hinkley & Bosworth: 01455 619519

    Help with getting the right equipment 

    If you are not an inpatient, call your local social care department for help getting equipment such as stair rails, stair lifts, tap turners and jar openers.

    • Blaby, Oadby & Wigston: 0116 278 7111
    • Market Harborough: 0116 305 0170
    • Charnwood: 01509 266641
    • Melton Mowbray: 01664 564698
    • Hinkley & Bosworth: 01455 636964
    • North West Leicestershire: 0116 305 4400
    • Rutland County Council: 01572 722577
    • Leicester: 0116 253 1191

    Or try:

    • British Red Cross Disabled Living Centre: 0845 373 0217
    • British Red Cross Independent Living Shop: 0116 244 9049
    • British Red Cross Leicester branch: 0116 270 0210
    • Disabled Living Foundation

    Help for carers

    • CLASP For carers in Leicester, Leicestershire & Rutland: 0116 251 0999
    • Crossroads Mental Health Outreach Support.


    Citizens’ Advice Bureaux provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities.

    • Leicestershire Citizens’ Advice Bureau (serving Blaby, Coalville, Hinckley, Leicester, Market Harborough, Melton, South Wigston, Loughborough and Lutterworth): 0300 330 1025
    • Shepshed: 01509 506 663
    • Rutland: 01572 723494
    • For benefits advice for people with cancer, call Macmillan0300 456 8400
    Mosaic: Shaping Disability Service deliver information and services that promote inclusion, equality, independence, choice, empowerment, respect and dignity: 0116 231 4425 
    Voluntary Action Leicester (VAL) is a charity that gets people into volunteering, helps community groups and organisations thrive and provides essential services: 0116 257 5050
    • Voluntary Action Blaby: 0116 272 7669
    • Voluntary Action Oadby & Wigston: 0116 257 5050
    • Voluntary Action South Leicestershire: 01858 433232
    • Voluntary Action North West Leicestershire: 01530 510515
    • Voluntary Action Charnwood: 01509 631750
    • Voluntary Action Melton: 01664 483043
    • Voluntary Action Hinckley & Bosworth: 01455 633002



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