How to make a complaint to the NHS about primary care services (GP, pharmacy, dentist, optician)
UPDATE FROM NHS ENGLAND
Information provided by NHS England, 1 July 2023:
You have the right to complain about any aspect of NHS care, treatment or service, which is written into the NHS Constitution on GOV.UK.
From 1 July 2023, the way members of the public make a complaint about primary care services to the commissioner has changed.
Rather than contacting NHS England, you must contact your local integrated care board (ICB). Their current contact details are:
Email: wyicb.complaints@nhs.net
Telephone: 01924 552 150
In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example, a GP surgery or dental surgery
- You can complain to the service commissioner: this is the organisation that paid for the service or care you received.
By primary care services we mean GPs, dentists, opticians or pharmacy services
Please note:
If you want to make a complaint directly to the primary care service provider, you still can – that does not change on the 1 July 2023. Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that NHS England is retaining their complaint with confirmation of their case handler.
Additional info:
- If you need support to make a complaint, you can request this from your local Independent NHS Complaints Advocacy Service
- For further information on making a complaint from the NHS please click here