From 1 July 2023 the way you can make a complaint about primary care services - including GP practices , dentists, opticians or pharmacy services - is changing.
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.
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 Hertfordshire and west Essex Integrated Care Board (ICB) in our role as commissioner of local NHS services, which means we hold the contract for these services.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact Hertfordshire and West Essex ICB instead of NHS England.
You can contact the ICB in the following ways:
Telephone: 01992 566122
Write to us at: Hertfordshire and West Essex ICB Patient Experience Team, First Floor, Kao Park 2, London Road, Harlow CM17 9NA
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.
If you have any questions, please contact our Patient Feedback team using the details above. You can also find out more here about how to tell the ICB about your experience as a patient.