How you make a complaint about primary care services is changing on 1 July 2023
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on gov.uk.
From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
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 commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact Bristol, North Somerset and South Gloucestershire Integrated Care Board (ICB) instead of NHS England.
You can do this using our contact details.
You are encouraged to contact your primary care provider about a complaint in the first instance. The process to do this is not changing.
If your complaint cannot be resolved, you can contact the ICB.
If you have an ongoing complaint received on or after 1 July 2022, you will receive a letter from NHS England informing you that the ICB is now handling your complaint with confirmation of your case handler.
if you have any ongoing complaints received before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England with confirmation of yourcase handler.
If you have any queries, please contact bnssg.customerservice@nhs.net.
Find out more about how to feedback or make a complaint about an NHS service