How you make a complaint about primary care services has changed. From the 1st July 2023

Posted on October 12th, 2023

How you make a complaint about primary care services has changed. From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner changed.

Primary care services are GPs, dentists, opticians and pharmacies.

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. Often a complaint can be resolved by speaking to a member of the Practice management team.

You can complain in writing, by email or by speaking to someone (the practice manager) in the organisation. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

or

You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. Contact your local integrated care board (ICB)