Patient Complaints

From 1 July 2023, the way members of the public make a complaint about Primary Care services to the commissioner is changing.

If a patient wants to make a complaint they can either:

• Complain to the provider of the service (i.e., the GP practice, pharmacist, optometrist, or dentist)
• Complain to the commissioner of the service. Currently, that is NHS England

After 1 July 2023, if patients want to make a complaint about Primary Care services to the commissioner they will need to contact Suffolk & North East Essex Integrated Care Board instead of NHS England.

Please use the details on the Patient Advice and Liaison Service – NHS Suffolk and North East Essex ICB webpage to advise patients on how to make a complaint if your team are an able to resolve the complaint in the first instance.

The new SNEE patient complaints email address is: sneeicb.complaints@nhs.net

Please also use this information from Patient Advice and Liaison Service (PALS) to update your internal and patient facing materials or to contact PALS for further guidance or support on the complaints process.

Community Pharmacy England have produced a template poster for your use HERE.