Most queries or problems can be sorted out quickly by talking to the person who is caring for you, or their manager. This might be someone at your GP practice, a community service, or a hospital.
It helps to speak to them as soon as you notice the issue. This gives them the best chance to understand what happened and fix things straight away.
You can find contact details on the website of the NHS service that is providing your care. You’ll find links to some services this page. If you are unsure who the best person is to help you, please contact the ICB Patient Experience Team. They can advise on next steps.
Concerns about GPs, dentists, pharmacists, or opticians
If you have concern about a GP practice, dental practice, community pharmacy or optician, contact the service in the first instance. They can access your medical records and speak to the staff involved with your care, so may be able to resolve the matter quickly.
If you can’t resolve your concerns with the service, you can make a more formal complaint to the GP, dental, pharmacy or optician practice. You can also raise a complaint with the Central East Integrated Care Board, as we oversee these primary care services on behalf of patients locally. Complaints can only be investigated once, by either the provider of the service or the commissioner.
Concerns about hospital, community, mental health and ambulance services
If you have a concern or complaint, the best option is to discuss this directly with someone from the service, such as ward manager. They can quickly access your medical records and speak to the staff involved and may be able to resolve the matter quickly.
Most NHS services will have a Patient Advice and Liaison Service (PALS) team. You can speak with a PALS member who will try to help you resolve issues informally with the service concerned before you need to make a complaint.
PALS can be particularly helpful if your issue is urgent and you need action immediately, such as a problem with the treatment or care you are currently receiving.
The contact details for the main hospitals supporting local patients are given below. Please visit their websites to find out about their complaints and feedback procedure.
Hospital services
Community healthcare for adults
If you have a concern, complaint, or compliment about a community service such as community nursing, health visiting, physiotherapy, or podiatry service, please contact the local service for your area.
Community healthcare for children
If you have a concern, complaint or compliment about a community service for children please contact the local service for your area.
Mental health, learning disability and autism services
If you have a concern, complaint, or compliment about mental health, learning disability and autism services for both children and adults please contact the local service for your area.
Ambulance service
If you have a concern, complaint or compliment about the East of England Ambulance Service NHS Trust or, if you live in Milton Keynes the South Central Ambulance Service.
Contact the East of England Ambulance Service NHS Trust Contact the South Central Ambulance Service NHS TrustFurther information about providing feedback or making a complaint
The NHS website has further advice on how to feedback or make a complaint about an NHS service.
How to feedback or make a complaint about an NHS service (nhs.uk)