Everyone has the right to make a complaint about any aspect of NHS care, treatment or service. However, from next month the way that people can make a complaint about primary care is changing.
Primary care is a term that describes the services that tend to be our first port of call when we need help with our health. These included General Practice (GPs), community pharmacies, dentists and optician services.
There are two ways you can make a complaint about primary care:
• 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.
From Saturday 1 July, if you wanted to make a complaint about primary care services to the commissioner, you will now contact the NHS Black Country Integrated Care Board (ICB) instead of NHS England.
People can still make complaints to the service provider - and that process isn't changing.
Sarb Basi, Director of Primary Care for the NHS Black Country ICB, said: “We all have a right to good healthcare and so if you’re unhappy with an NHS service you have received, you can make a complaint.
“The way you can make a complaint about primary care services to the commissioner is changing next month. Rather than contacting NHS England, you will now contact the Black Country ICB instead.
“However, if you want to make a complaint directly to the provider of the primary care service, you still can – that will not change.”
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.
People can make a complaint to the NHS Black Country ICB, by the following:
• Telephone: 0300 0120 281
• Email: bcicb.time2talk@nhs.net
• Post: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
