Transfer of Primary Care Complaints Function to ICBs from 1 July 2023

Posted on June 12th, 2023

From 1 July 2023 the way members of the public can make a complaint about primary care services to the commissioner is changing.  The primary care services this will include will be GPs, dentists, opticians and pharmacies.

Rather than contacting NHS England, complaints will be made directly to the local ICB.  Members of the public will still be able to make a complaint to the provider and this will be encouraged in the first instance.  This is NOT changing.

Patients will be advised they can make complaints:

• to the healthcare provider: the organisation where they received the NHS service, for example the GP surgery or dental surgery (as they are under current arrangements);
• To the LLR ICB as the commissioner of the services or care that they received.

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.

Patients 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.

Details of the Masharani Practice complaints procedure can be found here.