Raising a concern or complaint with an NHS service

If you have a concern or complaint about an NHS service in Essex, you should usually contact the service directly first. In many cases, the team involved in your care can resolve concerns quickly and explain what happened.

You have the right to raise a concern, ask questions, and receive a clear response. NHS organisations aim to resolve concerns fairly, openly, and promptly.

Concerns about GPs, dentists, pharmacies, or opticians

If your concern relates to a GP practice, dental practice, community pharmacy, or optician, contact the service directly. The team can review your records, speak to staff involved, and respond appropriately.

If the service cannot resolve your concern, you can make a formal complaint. You can do this either:

• directly with the GP practice, dentist, pharmacy, or optician, or
• with NHS Essex Integrated Care Board, which commissions these primary care services

Complaints can only be formally investigated once, either by the service provider or by the commissioner.

Concerns about hospital, community, mental health, or ambulance services

If your concern relates to hospital care, contact the hospital trust directly. Most hospitals provide a Patient Advice and Liaison Service (PALS) or a dedicated complaints team. These teams can provide advice, resolve concerns, and guide you through the complaints process.

Community, mental health, and learning disability services operate through different NHS organisations. If you know which organisation provided your care, contact them directly.

If you are unsure, NHS Essex can help you identify the correct organisation.

If you are not sure who to contact

We understand that it is not always clear which NHS organisation is responsible for your care. If you are unsure, contact us and we will help direct your concern to the appropriate service.

You can also find national guidance on the NHS complaints process on the NHS England website.