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Complaints and Concerns

We work hard with our providers to deliver consistent, high quality healthcare services, but we do appreciate that things don’t always go to plan.

When things go wrong, and also when things go well, we want to hear about it. Your experiences are really valuable to us as they help us identify any trends and ultimately improve local services.

The NHS can sometimes be complicated to understand, if you feel you need support, our complaints and enquiries team is here to help.  We can guide you through the NHS complaints procedure, show you where to send your complaint and give you details of organisations that can support you.

We’ve included some guidance on making a complaint but, if you’d like more information, please contact us using the details below.

Making an NHS complaint

If your complaint is about NHS treatment and care outside of primary care, you are advised to complain directly to the healthcare provider.  Our local hospitals, mental health trusts, community trusts and other providers have in-house complaints teams that can help you.


Primary care

If you are unhappy with a primary care service such as your GP practice, optician or pharmacist, please contact the practice manager. Or, if you prefer, you can contact NHS England, who manage complaints for primary care services.

NHS England
PO Box 16738
Redditch B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays)
Email: [email protected]



CCG complaints

If you are registered with a Bedfordshire, Luton or Milton Keynes GP practice, you can complain to the CCGs directly about:


How to complain if you are a young person

If you are a young person and something goes wrong with your treatment, or if you’re unhappy with the treatment or service you’re getting, you have the right to make a complaint.

If you don’t want to make the complaint yourself, you can give your permission for someone else – such as a parent, guardian or friend – to make it for you.

There’s also no need to worry if you don’t want your parents to know about your complaint. All complaints are kept strictly confidential, except in very exceptional cases where we think you might be at risk from harm. We can also help by making independent, confidential support available to you if you need it.

For more information and confidential advice on how to complain, contact your CCG using the details below.


Contact details

Bedfordshire and Luton CCGs
CCG Complaints Manager
Suite 1
Capability House
Silsoe
Bedfordshire MK45 4HR

Tel: 01525 624275
Email: [email protected]

 

Milton Keynes CCG
Complaints and Patient Experience Lead
Quality Team
Milton Keynes CCG
Sherwood Place
155 Sherwood Drive
Bletchley
Milton Keynes MK3 6RT

Tel: 01908 278684
Email: [email protected]


NHS Complaints Advocacy

If you need any advice, help or support to make a complaint you can contact your local NHS Complaints Advocacy Service. You can find details of your local service below:

If you feel you need support in making your complaint, this is available through POhWER – NHS Complaints Advocacy.  They provide free, independent and confidential support for people who wish to make a complaint about the care they have received from the NHS.

An Advocate can explain the complaints process, give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support:

Telephone:  0300 456 2370

Email: [email protected] 

POhWER website:  https://www.pohwer.net/central-and-east-of-england

If you feel you need support in making your complaint, this is available through SEAP – NHS Complaints Advocacy.  They provide free, independent and confidential support for people who wish to make a complaint about the care they have received from the NHS.

An Advocate can explain the complaints process, give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support:

Website: www.seap.org.uk

Tel: 0330 440 9000

Text: SEAP to 80800
Email: [email protected]
Post: SEAP Advocacy, PO Box 375, Hastings TN34 9HU

Complaints policies and reports

  1. BCCG complaints policy
  2. LCCG complaints policy
  • LCCG complaints policy appendix 1 – duty of Candour, January 2018
  • LCCG complaints policy appendix 2 – persistent complainants, January 2018
  1. MKCCG complaints and concerns policy

CCG reports

  1. BCCG complaints and enquiries annual report, 2018-19
  2. Luton
  3. MK