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.
On 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner changed. 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 Norfolk and Waveney Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 01603 595857
E-mail: [email protected]
Writing to: NHS Norfolk and Waveney ICB, County Hall, Martineau Ln, Norwich, NR1 2DH
If you want to make a complaint directly to the provider of the primary care service, 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 their complaint is being retained by NHS England with confirmation of their case handler.
Find out more about how to feedback or make a complaint about an NHS service
