How To Make A Complaint About Primary Care Services changed on 1st July 2023

by Karen Tuckley

As of 1 July 2023 the way you make a complaint about primary care services to the commissioner changed. 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 your 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.

Since 1 July, if you want to make a complaint about primary care services to the commissioner, you will now contact the Black Country Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 0300 0120 281

Email: bcicb.time2talk@nhs.net

Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH

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.

Please see the Black Country ICB Compliments, concerns and complaints leaflet here.

Ongoing complaints

If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.

To find out more about how to feedback or make a complaint about an NHS service, please click here.