As the local health and social services watchdog for Brighton and Hove, we can give you information on how to resolve issues and if needed to make a complaint, but we cannot provide advice on specific medical centres or treatments.
Who to complain to?
If your complaint relates to Primary Care (GPs, dentists, opticians or pharmacies), the NHS advise that initial complaints should be made directly to the practice or department manager where possible.
If you have already done this, or you prefer not to, you can complain to the NHS Frimley Integrated Care Board (ICB) directly, who handle complaints on behalf of the six ICBs in the South East region.*
South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY
0300 561 0290
If your complaint relates to a hospital or want you want support to take your complaint further:
- For hospital complaints contact the Patient Advice & Liaison Service (PALS) who can help you.
- For advocacy and support contact the NHS Complaints Advocacy Service on 0300 456 2370 or pohwer@pohwer.net. The service is provided to Brighton & Hove by PoHwer.
- The Parliamentary and Health Service Ombudsman (PHSO) make final decisions on complaints that have not been resolved by the NHS.
* The way complaints are handled has recently changed (1st July 2023).
Previously, NHS England was responsible for Primary Care complaints, however, now NHS Frimley ICB, who handle complaints on behalf of the six ICBs in the South East region is responsible.
An acknowledgement to all complaints will be sent as soon as possible.
Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.
Members of the public with ongoing complaints received after 1 July 2023 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.
Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.