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How the public make a complaint about primary care services is changing on 1 July 2023 

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 you can 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 the Experience Team within NHS Humber and North Yorkshire Integrated Care Board instead of NHS England. 

You can do this by: 

Telephone: 01904 555999

E-mail: hnyicb.experience@nhs.net

Writing to us at: The Experience Team, Humber and North Yorkshire ICB, Health Place, Wrawby Road, Brigg, DN20 8GS

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 questions or queries about the changes, please contact the Experience Team at hnyicb.experience@nhs.net.

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

You said, We did!

Story 1

A lady contacted PALS because her partner’s GP prescribed him Carbimazole (5mg).
The Pharmacy attached to the GP practice, where the gentleman is registered, dispensed 20mg in error.
The PALS team contacted the Pharmacy and the Pharmacist confirmed that an error was made.
As a result of the PALS enquiry the Pharmacist introduced a physical barrier on the shelving to separate dosages and prevent this occurring again.
The PALS team also liaised with the Practice Manager at the GP surgery. The Practice Manager informed PALS that she assisted the Doctor to raise a Serious Incident, because the gentleman needed medical assistance due to taking the wrong medication. This was escalated through the CCG’s incident procedure.

Story 2

A gentleman contacted PALS as he had his driving licence revoked, following the completion of a Diabetes Medical Form by his GP. 
The enquirer believed he was able to drive and that the GP had incorrectly completed the form and wanted some help and advice from PALS.
PALS made enquiries with the GP Practice and it was confirmed that the GP had completed the form incorrectly, due to a misunderstanding of the question asked on the form.
The PALS team liaised with the GP Practice and the DVLA and following a resubmission of the medical form the gentleman had his licence returned to him. 
As a result of this enquiry, the GP Practice now ensure that all medical forms relating to driving licence requests are double checked by another member of staff before being sent.