How to contact us
We'd like to hear from you - if you have a compliment, concern or complaint; if you want to feed back on this website, or if you want to know more about what we do.
Call: 01273 238700
Post: NHS Brighton and Hove Clinical Commissioning Group, Hove Town Hall, Norton Road, Hove, BN3 4AH
To contact a specific team, please see the table below
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Feedback on the CCG website
We work constantly to make this website helpful and easy to use.
If you have a comment or suggestion on the CCG website, or want to report a technical fault, please use the orange Feedback button to the left of any page or email the website team.
Please quote the page name or URL when you report an issue so we can identify it easily.
Give your views about services in Brighton and Hove
We’re happy to forward your comments, compliments and suggestions to the people providing services (anonymously if you prefer).
Please click on the orange Feedback button to the left of any page to leave us a message.
If you want to get involved in the work of the CCG, you can find details on the Get Involved page
If you want to know how we change things based on your feedback, check out the You Said, We did page
Access to Information About You
The CCG does not hold patients' medical records. To access your records, you will need to contact the organisation that treated you, such as your GP or local hospital.
If you wish to access any information the CCG may hold about you, please contact our Information Governance (IG) Manager with a Subject Access Request:
Address: Information Governance Manager, NHS Brighton and Hove CCG, Hove Town Hall, Norton Road, Hove, BN3 4AH
Concerns and complaints
How the CCG deals with complaints and concerns
If you are unhappy with the treatment or service you have received from Brighton & Hove CCG you are entitled to make a complaint, have it considered, and receive a response from the Chief Clinical Officer. The NHS complaints procedure covers complaints made by a person about any matter connected with the provision of NHS services by NHS organisations. A copy of Brighton & Hove CCG policy and procedures, which are based on NHS guidance, are available on request from the Complaints Team. Their contact details can be found below.
Who can complain?
A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of a NHS organisation. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.
Complaints about a primary care service
The CCG does not commission primary care (GP, dentist, pharmacy or optician services). If you have a concern or complaint about a primary care service that can't be resolved locally with the Practice Manager, please contact NHS England.
Call: 03003 112 233
Email email@example.com (please state: ‘For the attention of the Complaints Manager’ in the subject line)
Write to: NHS England, PO Box 16738, Redditch, B97 9PT
Need help to complain?
If you need any help from an independent body you may wish to contact the Independent Complaints Advocacy Service. Locally this service is provided by BH Impetus. They can write letters for you and assist you to present your case, if you wish. Their service is free of charge.
Call: 01273 229002
What is the time limit for making a complaint?
You should normally complain within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. Complaints managers in NHS organisations have discretion to waive this time limit if there are good reasons why you could not complain earlier.
To whom should I complain initially?
Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible, using the most appropriate means. You can raise your concerns immediately by speaking to a member of staff who may be able to resolve your concerns without the need to make a more formal complaint.
However, if you want to continue with a formal complaint you can do this by telephone, email or letter to the Complaints Team.
Call: 01273 238700
Write to: Complaints & FOI Officer, NHS Brighton and Hove CCG, Hove Town Hall, Norton Road, Hove, BN3 4AH
If you make your complaint orally, a written record will be made. You will be sent a copy as acknowledgement and asked to contact us if you wish to make any amendments. To help us deal with your complaint effectively, please provide the following information when you contact us:
- Your name, address and telephone number.
- The patient’s name and contact details name if you are complaining on behalf of someone else (if this is the case, you may be asked to complete a consent form).
- Where and when the incident took place that you are complaining about.
- Full details of the complaint.
- What you have already done about your complaint, if anything.
- What you expect to happen as a result of your complaint.
- Please note that in order for us to investigate your complaint thoroughly, it may be necessary for us to share details of the incident in question with other NHS organisations. If you would prefer us not to do this please make us aware when you first contact us.
What happens next?
We will acknowledge your complaint within 3 working days. It will then be passed to one of our trained investigating managers to carry out an investigation. The manager may wish to speak to you direct in order to gain your personal view of the issues you have raised; they may arrange a meeting with you or speak to you on the telephone. Once the investigation has been completed, you will receive a letter from the Chief Clinical Officer giving a full explanation. Whenever possible this will be within 30 working days; if there is going to be a delay we will let you know and explain the reasons why.
Please be assured that your future care and treatment will not be affected in any way because you have made your concerns known to us.
If you are dissatisfied with the response, you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman.
Call: 03450 154 033 or 03000 614 298
Write to: Parliamentary and Health Service Ombudsman, Millbank, London SW1P 4QP
Contact details will be given to you in our response to your concerns.
If you are experiencing issues with your health care which you would like resolved, but are not making a complaint, you can contact Healthwatch Brighton and Hove. This is an independent organisation which helps local people by assisting them when they have concerns about healthcare services such as GPs, dental surgeons, pharmacists and opticians. Healthwatch can also help patients to make informed choices about their health and wellbeing.
Call: 01273 234040(Monday-Friday)
Write to: HEALTHWATCH, Freepost RSGY-UXAC-ZZZG, Brighton, BN1 4GQ
Freedom of Information (FOI) requests
Making a Freedom of Information Request
The Freedom of Information Act 2000 gives individuals or organisations the right to request information held by a public authority.
Please see the Freedom of Information Requests page for information on how to make a Freedom of Information request.
All NHS organisations have to work to eradicate fraud in the NHS. If you are concerned that fraud might be taking place in a local NHS institution, do not hesitate to contact us.
Andy Morley, NHS Counter Fraud Manager
Call: 0845 300 3333
Mobile: 07827 230 521
Kim Hampson, NHS Counter Fraud Officer
Call: 0845 300 3333
Mobile: 0788 184 0869
Alternatively you can contact:
NHS Fraud and Corruption Reporting Line
Call: 08000 284060
or submit a report online at www.reportnhsfraud.nhs.uk
What does NHS fraud look like?
By health professionals
Fraud by NHS professionals includes claiming for treatment or services not provided (e.g. Medicines Use Reviews at pharmacies, dental treatment or optical services not carried out) and working elsewhere while on sick leave.
By managers and staff
Fraud by NHS managers and staff includes submitting fraudulent claims for grants and payments (e.g. false or inflated travel or subsistence claims, and fraudulent applications for funding and training).
By contractors and suppliers
Contractor and supplier fraud includes charging for items of a higher quality or greater quantity than those supplied, and using inappropriate tendering processes.
Patient fraud includes claiming for free or reduced cost treatment and services when not entitled, and using aliases to get prescription drugs.
If you are a member of the press with an enquiry, please contact the CCG’s Communications Team:
Call: 01273 238748
Mobile: 07765 405396
Please note that phone lines and email are monitored Monday to Friday during office hours only (9:00 - 17:00)