The process for complaints about NHS primary care services is changing

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From 1 July 2023, the way members of the public make a complaint about primary care services is changing. Primary care services are generally the health services that you receive outside of hospital; these include GP practices, dentists, opticians and pharmacy services.

Everyone has the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution

Members of the public are still encouraged to raise their concerns directly with the primary care provider in the first instance, as this may lead to a quicker resolution. However they also have the option to complain to the commissioner of the service. Up until now, this was NHS England, but from 1 July, most primary care services will be commissioned by the local integrated care board (ICB).    

Patients in Leicester, Leicestershire and Rutland (LLR) should therefore direct any complaints about primary care services to the LLR ICB.    

Dr Nil Sanganee, GP and Medical Director of the LLR ICB, said: “Now that we are taking over the responsibility locally for a broader range of health functions, this will enable us to design services that better meet the needs of our local population.

“We want to listen to our patients in order to deliver improvements and the new process for handling complaints is an important first step in this journey.”

A complaint may be made by email tollricb-llr.enquiries@nhs.net, by telephone on: 0116 295 7572 or in writing to this address:

Corporate Affairs Team
Leicester, Leicestershire ICB
Room G30, Pen Lloyd Building, County Hall
Glenfield
Leicester
LE3 8TB

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. 

Further details are available at: https://leicesterleicestershireandrutland.icb.nhs.uk/contact/

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