1 July 2023: How to make a complaint about primary care is changing COMMS, Msepartnership (NHS MID AND SOUTH ESSEX ICB - 99F)

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How to Complain

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. 

Find out more about how to feedback or make a complaint about an NHS service 

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