Updated complaints procedure for primary care

A guide for practice managers in the changes to complaints procedures in primary care

CREDIT: This is an edited version of an article that originally appeared on First Practice Management

Members of the public wanting to make a complaint about primary care services like doctors, dentists, opticians or pharmacies should follow a new process, which came into force on July 1st this year. Patients can now choose between complaining to their healthcare provider or complaining to the commissioner of the service.

The aim behind giving ICBs this broader function is to enable them to more effectively design services that better meet local needs.

How to complain

There are two ways a patient can make a complaint:

• They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example, a GP surgery or dental surgery, which is usually the best thing to do in the first instance.

Or

• They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received – usually the ICB for their region.

If they are dissatisfied with the outcome or they feel their complaint has not been adequately resolved, then they can escalate their complaint to the Parliamentary Health Service Ombudsman to look at. The PHSO makes final decisions on unresolved complaints about the NHS in England (and is independent of the NHS). 

Ongoing complaints

If a patient has a complaint ongoing, which was received on/after 1 July 2022, then NHSE will send them a letter saying that their ICB is now handling the complaint for them.

If a patient has an ongoing complaint which was raised before 1 July 2022, then NHSE will send them a letter saying the complaint will be retained by NHSE, and confirming who their case handler is.

PALS

If a patient wants information, support or advice on concerns, they can also contact the Patient Advice & Liaison Service. PALS can liaise with those parties involved.

Complaints should usually be made within 12 months of an event, or within 12 months of the patient becoming aware of something they want to complain about.