Making a complaint
Making a complaint about primary care services in Northumberland
How you make a complaint about primary care services in Northumberland is changing on 1 July 2023. By primary care services we mean GPs, dentists, opticians or pharmacy services.
You have the right to make a complaint about any aspect of NHS care, treatment or service.
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 North East and North Cumbria (NENC) Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 0191 512 8277
Email: necsu.pccomplaints@nhs.net
In writing to the following address:
Primary Care Complaints Team
North East and North Cumbria ICB
Riverside House
Goldcrest Way
Newburn
Newcastle Upon Tyne
NE15 8NY
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 2023 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 2023 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
Any complaints about secondary care can be made either to the hospital trust or to the ICB at the following email address: necsu.complaints@nhs.net
Find out more about how to feedback or make a complaint about an NHS service
To find out more about health and social care services and support in Northumberland please get in touch.
