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 to: llricb-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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6 responses
Urgent please
Allergic reaction and diabetes medication
I emailed you the 20th August from my nhs.net email
My GP surgery refused to take complaint or sort the issues with the medication
Plus reception was dangerous and dismissive
We are going away for a period of time and that means my husband will have no diabetes meds which is dangerous
I have no means to get it sorted in any other way and we tried our bets to go through the GP surgery and it is not being looked into
can someone please get in touch with me and get this sorted?
Hello – I am sorry for the delay in responding. I hope you got this issue resolved in time for your trip. If you need to contact us again please email our Enquiries Team at: llricb-llr.enquiries@nhs.net Thankyou.
Complaint re Billesdon pharmacy. Appt with Dtr on 25 Nov . Prescription for Chemotherapy cream re surgery couple months ago. Have chased in person and on phone, they have not
Kept me informed that they were unable to get cream. Pharmacy is under staffed and closed
For couple of hours ever day.
Good afternoon, if you would like to make a complaint, please email our enquiries team at: llricb-llr.enquiries@nhs.net. Thank you
Suggest you update the page to give the current advice rather than saying the complaints procedure is changing; the procedure has now changed.
Also I think that it is the ICB that needs to be contacted for complaints about 111 but this is not clear from your advice above.
Hi Anthony, thankyou for contacting us. The page you are viewing is a press release, on our news page, so the wording is correct for the date of publication and (in common with other press releases published on websites) would not then be updated.
However, I have noted your query about whether 111 complaints may be made to the ICB (the commissioner) and I have passed this question on to our Enquiries team, along with your email address so that they can respond directly to you.