How you make a complaint about primary care services is changing on 1 July 2023
From 1 July 2023 the way members of the public 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 NHS Cheshire & Merseyside integrated care board instead of NHS England.
You can do this by:
0800 132 996
cmicb-cheshire.patientexperience@nhs.net
NHS Cheshire and Merseyside, No 1 Lakeside, 920 Centre Park, Warrington WA1 1QY.
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: Help to make a complaint.
