Under the Health and Social Care Act 2022, the functions of hosting primary care contracts (including GOS contracts) in England have moved from NHS England to Integrated Care Boards (ICBs).
As part of that transfer, the NHS complaints functions will also move from NHS England to ICBs from 1 July 2023.
Members providing GOS in England already have NHS complaints procedures in place, including how to complain to the practice in the first instance (where most complaints are resolved) and an explanation of how to contact the NHS if the complainant is happy with the outcome or handling of the complaint.
This situation will NOT change. Members of the public will still be able to make a complaint to their provider first. The only change is that from 1 July, if people want to make a complaint to the NHS, they must contact their local ICB rather than NHS England.
Information about how patients can make complaints is expected to be available on ICB/primary care websites and to be shared widely with GOS providers by ICBs shortly.
