Complaints, Concerns and Enquiries

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We work hard with our providers to deliver consistent, high quality healthcare services, but we do appreciate that things do not always go to plan.

When things go wrong and when things go well, we want to hear about it. Your experiences are valuable to us as they help identify any trends and ultimately improve local services.

The NHS can sometimes be complicated to understand and if you need support, our complaints and enquiries team is here to help.  We can guide you through the NHS complaints procedure, advise you where to send your complaint and give you details of organisations that can support you with your complaint.

We have included some guidance below on making a complaint, but if you would like more information, please contact us.

Making an NHS complaint

If your complaint is about NHS treatment and care, you are advised to complain directly to the healthcare provider.  Our local hospitals, mental health trusts, community trusts and other providers have in-house complaints teams who can help you.

Primary care

If you are unhappy with a primary care service such as your GP practice, optician or pharmacist, please contact the practice manager or, if you prefer, you can contact NHS England, who manage complaints for primary care services at:

NHS England
PO Box 16738
Redditch B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays)
Email: england.contactus@nhs.net

Integrated Care Board Complaints

If you are registered with a Bedfordshire, Luton or Milton Keynes GP practice, you can complain to the Integrated Care Board directly about:

How to complain if you are a young person

If you are a young person and something goes wrong with your treatment, or if you are unhappy with the treatment or service you are getting, you have the right to make a complaint.

If you do not want to make the complaint yourself, you can give permission for someone else to complain on your behalf such as a parent, guardian or friend.

There is no need to worry if you do not want your parents to know about your complaint; all complaints are kept strictly confidential, except in very exceptional cases where we believe you may be at risk from harm. We can also help by making independent, confidential support available to you if you need it.

For more information and confidential advice on how to complain, contact the Integrated Care Board.

Contact details

NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board

Patient Enquiries and Complaints: Email: blmkicb.contactus@nhs.net Tel: 0800 148 8890

Governance & Compliance Team, 3rd Floor, Arndale House, The Mall, Luton LU1 2LJ

Freedom of Information (FOI) requests: blmkicb.contactus@nhs.net

NHS Complaints Advocacy

If you need any advice, help or support to make a complaint you can contact your local independent NHS Complaints Advocacy Service. Please follow the links below for details of your local service.

Bedford Borough and Central Bedfordshire:

If you feel you need support in making your complaint, this is available through VoiceAbility – an independent charity that is not part of the NHS.  They provide free, independent and confidential support for people who wish to make a complaint about the care they have received from the NHS.

An Advocate can explain the complaints process, give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support:

Telephone:  0300 303 1660 (freephone)
Email: helpline@voiceability.org 
Website:  https://voiceability.org

Luton:

If you feel you need support in making your complaint, this is available through POhWER – NHS Complaints Advocacy.  They provide free, independent and confidential support for people who wish to make a complaint about the care they have received from the NHS.

An Advocate can explain the complaints process, give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support:

Telephone:  0300 456 2370
Email: pohwer@pohwer.net 
POhWER website:  https://www.pohwer.net/central-and-east-of-england

Milton Keynes:

If you feel you need support in making your complaint, this is available through The Advocacy People.  They provide free, independent and confidential support for people who wish to make a complaint about the care they have received from the NHS.

An Advocate can explain the complaints process, give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support:

Website: www.theadvocacypeople.org.uk
Tel: 0330 440 9000
Text: PEOPLE to 80800
Email: info@theadvocacypeople.org.uk
Post: PO Box 375, Hastings TN34 9HU