Making a complaint about primary care services
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.
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 Bury integrated care board instead of NHS England.
You can do this by:
0161 271 3110 for complaints
gmicb-bu.burypatientservices@nhs.net
Complaints, Bury – NHS GM, Townside Primary Care Centre, 1 Knowsley Place, Knowsley Street, Bury, BL9 0SN
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 queries, please contact:
Bury Integrated Care Partnership: 0161 762 1500
For informal enquiries, please contact the Patient Advice and Liaison Service team for advice, support and information, on 0161 253 5959 (8.45am until 5pm Monday to Friday, excluding bank holidays)
Find out more about how to feedback or make a complaint about an NHS service
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