Dear NHS England,
I would like to request the emails of the following:
Professor Carol Brayne
Dr Simon Stevens
Dr Martin McShane
Professor Alistair Burns
Dr Ruth May
Thank you for your email.
Due to the coronavirus (COVID-19) outbreak, NHS England has paused the
investigation of new and existing complaints. This enables clinical staff,
including GPs, to focus on front line patient care. It also enables our
complaints teams to provide vital support to the NHS.
We will continue to review and acknowledge all new complaints and will act
upon any concerns about patient safety or safeguarding. However, we will
not investigate the complaint or respond until further notice.
All customers awaiting a response to a complaint will be notified that the
investigation is on hold.
We will resume our complaints service as soon as possible. In the
meantime, thank you for your patience and understanding.
We are currently receiving a higher than usual volume of emails so it may
take us a little longer to respond. In the meantime, you may find the
following information helpful.
Please note: our normal working hours are 08:00 to 18:00 from Monday to
Friday (excluding Bank Holidays). Emails received at the weekend will not
be reviewed until the next working day.
How can the Customer Contact Centre help me?
NHS England commissions or buys primary care services; for example, GPs,
dentists, opticians, and pharmacy services. We are also responsible for
prison healthcare, military health services, and some specialised
services. We can provide advice about accessing, giving feedback or making
a complaint about these services.
You may be able to find the answer you are looking for in our Frequently
and our website explains how to share feedback or make a
What if I have an enquiry or complaint about hospital care, NHS 111 or
out-of-hours GP services?
If your enquiry or complaint is about secondary care, this includes
hospitals, NHS 111, mental health services, out-of-hours services and
community services such as district nursing, you will need to contact the
organisation that provided the service. All hospitals have a Patient
Advice and Liaison Service
Alternatively, you can contact your local Clinical Commissioning Group
(CCG). You can find their contact details on the NHS
Does the NHS England Customer Contact Centre provide medical advice?
No. Our advisors are not clinically trained and are unable to provide
medical advice. If you require emergency medical attention, dial 999 or
attend your local Accident and Emergency department if you are able to do
If you require non-urgent medical advice please contact your GP, local
walk-in or urgent healthcare centre, or call NHS 111. Calls are free from
landlines and mobile phones.
How do I report a change of name or address?
You should report a change of name or address to your GP practice so they
can update their records. If your new address is outside the practice’s
catchment area you may be asked to register with a new GP practice.
You should also advise your dentist or optician of a change of name or
address as they keep their own records.
Where can I find further information about NHS England?
You can find information about NHS England and our work on our
How do you use my information?
NHS England’s privacy notice explains how we use, share and store your
personal information. You can find this on our
NHS England Customer Contact Centre
Dear Sir or Madam,
Thank you for your enquiry dated 02 April 2020, which you have labelled as
a request made under the Freedom of Information (FOI) Act.
NHS England is not, at this stage, able to take forward your request for
information under the (FOI) Act, as you have not provided us with your
Section 8(1) of the Freedom of Information Act outlines what constitutes a
1. is in writing
2. states the name of the applicant and an address for correspondence,
3. describes the information requested.
This information is also available on the NHS England website at the
following web link:
The Information Commissioner’s Office (ICO) also advise that:
“Any variation of the requester’s title or first name combined with their
surname (e.g. Mr Smith or John Smith) will be sufficient to meet this
requirement. However, a first name or surname provided in isolation, or a
set of initials, will not.”
In order for NHS England to begin processing your request in line with the
FOI Act, please re-submit your enquiry, ensuring it complies with the
above requirements, to [NHS England request email]. Once received, NHS
England will write to acknowledge receipt of your request and to provide
you with a reference number. Please note that the 20 working day timeframe
for complying with an FOI request does not commence until such a time as
the above information is provided.
Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [NHS England request email].
Freedom of Information
Corporate Communications Team
Transformation and Corporate Operations Directorate
PO Box 16738
Tel: 0300 311 22 33
Email: [NHS England request email]
‘Health and High quality care for all, now and for future generations’
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