Patient Complaints
Patients have the right to make a complaint about any aspect of NHS care, treatment or service. This is written into the NHS Constitution on GOV.UK.
If a patient wants to make a complaint they can either:
- Complain to the provider of the service (i.e., the GP practice, pharmacist, optometrist, or dentist)
- Complain to the commissioner of the service
After 1 July 2023, if patients want to make a complaint about Primary Care services to the commissioner they will need to contact the relevant Integrated Care Board instead of NHS England.
Please advise patients to contact Norfolk and Waveney Integrated Care Board – Complaints, to make a complaint if your team are unable to resolve the complaint in the first instance:
- Telephone: 01603 595857 (This is an answer machine service. Please leave a message requesting a call back).
- Email: nwicb.complaintsservice@nhs.net
- Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH
Please use the details on the Patient Advice and Liaison Service – NHS Suffolk and North East Essex ICB webpage to advise patients on how to make a complaint if your team are unable to resolve the complaint in the first instance.
The new SNEE patient complaints email address is: sneeicb.complaints@nhs.net.
Please also use this information to update your internal and patient facing materials or to contact the relevant team for further guidance or support on the complaints process.
Community Pharmacy England have produced a template poster for your use here.
