Primary Care Complaints Posted or Updated on 4 Apr 2025

NHS Kent and Medway Patient Experience Team take on responsibility for complaints from Monday 31st March. This replaces the current process through the South East Complaints Hub (SECH).

Bringing primary care complaints back ‘in house’ will align the service with other complaints already being managed and help identify themes or trends. This will enable us to improve learning and improve patient care - see below for details of Learning from Patient Feedback webinar taking place on Wednesday, 2nd April.

Please make sure you update all of your information and change the details on your website/ practice documentation regarding how patients can make a complaint to the commissioner. In particular, please make sure these contact details are included:

• Email: kmicb.patientexperience@nhs.net
• Phone: 01634 335095 Option 7
• Postal address: Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent ME15 6NB.

The Patient Experience Team is available from 8.00am to 4.00pm, excluding weekends and Bank Holidays, and will aim to respond as soon as possible within three working days. Each complaint that is received will receive an acknowledgement within three working days.

Further information from the Patient Experience Team.