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Delays in responding to your complaints

On 1 July 2023, Integrated Care Boards (ICBs) became responsible for investigating complaints and enquiries about Primary Care services, which includes GP, dental, optometry and pharmacy services.

This has resulted in an unexpected volume of complaints being received by our organisation, and created a significant delay in responding. Our complaints team is implementing procedures to address these delays (backlog) while striving to maintain timely responses to all the complaints and enquiries we are currently receiving.

NHS North East London aims is to investigate patient concerns/enquiries and provide a response within an appropriate timeframe. This is usually 40 working days from receipt of the complaint/consent form. However, in this current situation, formal acknowledgements and responses for complaints/enquiries are taking longer than expected. Once we overcome this backlog, we hope to return back to providing timely responses.