Primary Care is a term that describes the services that tend to be our first port of call when we need help with our health. These include General Practice (GPs), community pharmacies, dentists, and optician services.
From 1 July 2022, all Integrated Care Boards (ICBs) took on delegated responsibility for General Practice services which had been previously delegated to all CCGs from NHS England. Delegated responsibility means that there is an agreement between NHS England and an ICB that enables the ICB to take on the responsibility for delivering NHS England functions.
From 1 April 2023, Norfolk and Waveney ICB took on delegated responsibility for commissioning and managing pharmacy, optometry, and dental services in Norfolk and Waveney.
This means that we now commission all four Primary Care services locally.
What this change means locally
This is a welcome change, as it gives us opportunities to commission and design services differently to better meet local priorities and the needs of our people and communities.
Having responsibility for all Primary Care services means we will have greater flexibility to integrate services across care pathways. This will help us to create continuity for patients and improve health outcomes for our local population, including those experiencing health inequalities.
However, we know that access to many services is challenging for many people right now. Change will take time, but we are committed to ensuring everyone can access high quality care across Norfolk and Waveney.
You can find out more about Primary Care in Norfolk and Waveney through the Support Primary Care campaign.
Find your nearest services
Use the following tools and websites to help find a GP, pharmacy, optometrist, or dentist:
How to make a complaint
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
From 1 July 2023 the way you can make a complaint about dental, pharmacy, and optometry services to the commissioner is changing. Rather than contacting NHS England, you will need to contact Norfolk and Waveney ICB.
If you would like to make a complaint to the commissioner about general practice services, please contact Norfolk and Waveney ICB using the details below:
- Telephone: 01603 595857
- Email: nwicb.complaintsservice@nhs.net
If you would like to make a complaint to the commissioner about dental, pharmacy, and optometry services before 1 July 2023, please contact NHS England using the details below:
- Telephone: 0300 311 22 33
- Email: england.contactus@nhs.net
Making a complaint after 1 July
After 1 July 2023, you can make a complaint about general practice, dental, pharmacy, and optometry services to Norfolk and Waveney ICB using the details below:
- Telephone: 01603 595857
- Email: nwicb.complaintsservice@nhs.net
- By Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Ln, Norwich, NR1 2DH
You can also find out more information about how to make a complaint on our Complaints page