We have a procedure for receiving complaints, please click this link to see our complaint procedure.

There has been an ongoing trend in the number of complaints received by general practice that are being compiled by artificial intelligence (AI). Whilst simple for any complainant to raise, these are often multi-faceted and lengthy resulting in it being much more time-consuming for the practice to compose its response.

 Should a letter be received that is excessively long, repetitive, unclear or raises several matters, then the guidance at Section 12 to NHS England’s Complaints Policy will be considered. In these instances, the Complaints Manager may engage with the complainant to ensure that their complaint is fully understood and that the specific issues being referred to are clarified and, importantly, what outcome the complainant wishes to seek.

We may raise these questions within the acknowledgment letter when a request is made to the complainant to summarise their concerns so that no salient points are missed. 

Due to the NHS organisational changes that became effective from 1 April 2013, the process for managing primary care complaints which would have been dealt with by the PCT will now be managed by NHS England - contact details as follows:

email:   england.contactus@nhs.net

Please write 'For the attention of the Complaints Manager' in the subject line

Contact number:  03003112233

Postal address:  NHS Commissioning Board,PO Box 16738, Redditch, B97 9PT