The NHS wants people to give feedback because it is used to improve health services. This can be any service such as a hospital, GP, dentist or optician, for example.

If you want to share your views and experiences, good or bad, speak to a member of staff at the service.

You have the right to complain about any aspect of NHS care, treatment or service.

You might find it helpful to talk to someone who understands the complaints process first.

This could be a friend, family, advocate, or somebody else you trust.

If something about an NHS service makes you unhappy, talk to a member of staff at the service as soon as possible.

They should try to sort the issue out quickly for you.

Complaining about and NHS service

All NHS services in England must have their own complaints policy.

The policy says how the service will deal with your complaint.

You can often find information about making a complaint in these places –

• waiting rooms
• reception desks
• the service provider’s website
• or by asking a member of

You can either complain to the service directly or to the commissioner who pays for the service that is being provided.

If your complaint is about more than one service – such as your local hospital and the ambulance service – you’ll only need to make one complaint.

The service that handles your complaint must also work with others to make it easier for you.

When can NHS England help?

You can ask NHS England for advice, give feedback or complain to us about any of the services we pay for.

NHS England commissions or pays for:

• healthcare in prisons
• healthcare for people in military services such as the army
• specialist care and treatment in mental health hospitals for people with a learning disability, autism or both
• specialised services that support people with rare and complex conditions.

Most local health services including GPs, dentists, opticians, pharmacies, hospital care, NHS 111 and out of hours services are commissioned by local integrated care boards (ICBs).

If you’re not sure where or how to complain, NHS England may be able to help you.

For more information and help

The NHS Complaints Advocacy website has lots of useful easy read information: www.nhscomplaintsadvocacy.org

NHS England is part of a learning disability and autism project called Ask Listen Do. This is about making it easier for people and families to give feedback, raise concerns or complain about health, social care or education: www.england.nhs.uk/asklistendo

The Parliamentary and Health Service Ombudsman may be able to help if you are unhappy with the way a health complaint was dealt with. They have lots of easy read information on their website: www.ombudsman.org.uk then type easy read into the search box.

Contact NHS England

NHS England PO Box 16738
Redditch B97 9PT

Email: england.contactus@nhs.net
Telephone: 0300 311 22 33

9am to 4.30pm Monday to Friday. On Wednesdays we open at the later time of 9.30am. We are closed on bank holidays