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You have the right to complain about any aspect of NHS care, treatment, or services. This is written in the NHS Constitution.
From 1 July 2023, the way members of the public make a complaint about primary care services to the commissioner has changed.
You must contact your local integrated care board (ICB). The current details for the West Yorkshire Integrated Care Board is:
Email: wyicb.complaints@nhs.net
Phone: 01924 552 150
Address: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield, WF1 1LT
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you receive the NHS service, for example, a GP surgery or dental surgery.
- You can complain to the service commissioner: this is the organisation that paid for the service or care you received.
By primary care services we mean GPs, dentists, opticians, or pharmacy services.
Please note:
If you want to make a complaint directly to the primary care service provider, you still can – that does not change on the 1 July 2023. Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that NHS England is retaining their complaint with confirmation of their case handler.
Additional information:
If you need support to make a complaint, you can request this from your local Independent NHS Complaints Advocacy Service.
For further information, you can go to the NHS – Feedback and complaints about NHS services
If you want to speak to someone on our team, please head to our ‘Contact us’ page.