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.
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.
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays)
Email: [email protected]
If you are registered with a Bedfordshire, Luton or Milton Keynes GP practice, you can complain to the CCGs directly about:
- commissioning decisions, for example if we have stopped or replaced a service in your area;
- the process for Individual Funding Requests (IFR); or
- the process for Continuing Healthcare.
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.