NHS Dorset is committed to providing you with the opportunity to seek advice, raise concerns and make a complaint. We recognise that comments, concerns and complaints are a valuable source of information about the quality of the services we commission. We have systems in place, which include monitoring of complaints, how they are investigated, managed and most importantly acted upon, to prevent a similar occurrence and improve services.
We have produced a leaflet specifically for patients which briefly explains how to raise complaints or concerns, or provide feedback, regarding health services in Dorset – complaints and feedback leaflet.
An easy read version of this information is also available – complaints and feedback easy read leaflet.
For more information, please contact the Customer Care Team (customer.careteam@nhsdorset.nhs.uk).
Making a complaint about a GP, dentist, optician or pharmacy services from 1 July 2023
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.
There are two ways you can make a complaint:
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact NHS Dorset instead of NHS England.
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Privacy statement
If you contact with us in regarding a GP, dental, ophthalmology or pharmacy practice your concern/complaint will be managed by a central hub working on behalf of all South West ICBs.
Complaints about Dorset healthcare providers
Unfortunately, we are unable to investigate concerns relating to organisations that provide healthcare services. These include:
It is the responsibility of the service you have concerns about to investigate and address your issues directly. Please refer to the relevant section below:
Complaints about Dorset NHS Trusts
It is the responsibility of the service you have concerns about to investigate and address your concerns directly. For complaints about Dorset hospitals, please contact the organisations below directly via their Complaints Manager.
Complaints about other local providers
Help with making your complaint
If you would like help to make a complaint, The Advocacy People offers advice and support in making a complaint about the National Health Service in Dorset. This service is free of charge. Contact details:
The Advocacy People
PO Box 375
Hastings
TN34 9HU
Tel: 0330 440 9000
Text: 80800 using keyword PEOPLE, followed by your message
Email: info@theadvocacypeople.org.uk
Media enquiries
We welcome enquiries from the media and provide a helpful and professional service to local and national journalists.
We are also happy to support students by providing people for interviews however as our resource is limited, this may not always take priority.
Email: communication@nhsdorset.nhs.uk
Out of hours:
We are currently not able to respond to out of hours queries – please email them to communication@nhsdorset.nhs.uk and we will respond as quickly as we can.
