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). Current contact details in Calderdale at the time of publishing are:
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
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.