Download a copy of our Complaints Procedure (DOCX, 49KB).
How patients' make a complaint about primary care services is changing on 1 July 2023
Patients 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 members of the public make a complaint about primary care services to the commissioner is changing.
There are two ways to make a complaint:
- Members of the public can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP surgery or dental surgery.
- Members of the public can complain to the commissioner of the service: this is the organisation that paid for the service or care received.
After 1 July 2023 if members of the public want to make a complaint about primary care services to the commissioner, they will now contact Mid and South Essex integrated care board instead of NHS England.
The contact details are as follows:
- Telephone: 01268 594444
- E-mail: Mseicb.complaints@nhs.net
- Writing to us at: Mid and South Essex Integrated Care System · Phoenix House, Christopher Martin Road, Basildon, Essex, SS14 3HG
If members of the public 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 queries, please contact Mseicb.complaints@nhs.net.