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How to contact the Department of Health

  • Last modified date:
    18 April 2011
The Department's Customer Service Centre has been awarded the Government's Customer Service Excellence hallmark

For information about the Customer Service Centre and how to contact us, please read the sections below

About the Customer Service Centre

What we do

The Customer Service Centre welcomes your enquiries. We provide information on Department of Health policies upon request. You can contact us via letter, telephone, web contact form, fax and textphone. However, we do not operate a public counter facility.

Your enquiries:

We answer letters and electronic correspondence about the Department and its policies. We aim to reply within 20 working days.

We often receive enquiries that fall under the remit of other government departments. If we need to transfer your correspondence to another department, we will write to you and let you know.

If your enquiry is for the attention of a social care organisation, a government agency, or for the NHS, we will write back to you with information on how you can contact them.

NHS complaints:

 Please note that the Customer Service Centre does not process complaints about the NHS or social services. If you wish to make a complaint about a healthcare professional, a NHS organisation or a social care provider, please visit the link below.

Suggestions:

The Customer Service Centre can pass general health and social care suggestions on to policy teams. However, if you wish to make suggestions to improve local services, you should contact your local NHS Trust or your representative in Parliament. The Department is always keen to consult stakeholders and the wider public in the shaping and development of policy. You can find out about the Department's consultations and how you can take part at:

Call Centre:

The Call Centre provides a dedicated team of Information Advisors to assist you. We aim to answer 80% of our calls in 30 seconds. We receive a high volume of telephone calls on subjects that fall outside our remit, for example the European Health Insurance Card (EHIC). Before contacting us, you may be able to find information and contact details for other organisations by visiting our Frequently Asked Questions page below.

If we are unable answer your question immediately, we can offer a research and callback service. An Information Advisor will make a note of your query and contact details. We will then look for the information you require and call you back within three working days.

We take telephone calls on behalf of policy teams, which are not public-facing offices, and will do our best to find you the information you require.

Please note that our telephone number is not a freephone number. You may wish to contact your telephone service provider for information on charges.

Contact options

  • Contact:
    Customer Service Centre
  • Address:
    Department of Health
    Richmond House
    79 Whitehall
    London SW1A 2NS
  • Phone:
    020 7210 4850
    (Office opening hours 08:30-17:30 Mon-Fri)
    Textphone:
    020 7210 5025
    (for people with impaired hearing)
  • Fax:
    020 7210 5952

Contacting the Secretary of State for Health and Health Ministers

Secretary of State for Health:

You can write directly to the Secretary of State and Health Ministers at the Department’s address. However, due to the large volume of post received, you will receive a response on their behalf from the Customer Service Centre. The Customer Service Centre is an integral part of the Department of Health managed by Jo Rees MBE, and staffed by civil servants. The Centre has been set up to reply on behalf of Health Ministers to enquiries and correspondence from members of the public (letters, e-mails and telephone calls) and there is close liaison with Ministers on a daily basis. Please note that the Customer Service Centre is unable to transfer telephone calls to the Ministers’ offices.

Contact your MP:

You may wish to contact your MP and ask him/her to raise an issue directly with the Health Ministers. Should your MP do so, he/she can expect a written response from one of the Department’s Ministers within 20 working days. Your MP may provide you with a copy of the Minister’s response.

Customer feedback

Have your say:

The Customer Service Centre welcomes your feedback about the service we provide. If you would like to complete an online customer satisfaction survey, please visit the website below.

We are constantly looking for ways in which to improve our services. A sample of areas we have improved after consulting with our customers, and through ongoing development, are detailed below:

  • Acknowledgements for complaints
  • Established a Customer Charter
  • Introduced new training for staff to improve the quality of our responses
  • Improved annual performance against Whitehall standard target response time to 97%
  • Introduction of web contact form

Correspondence statistics - 1 January  to 31 March  2011:

 Correspondence type     Number answered   % answered on time* 
Emails received through the Department's website   6,334   99%
Letters signed by ministers  4,916   98%
Letters signed by officials on behalf of ministers  3,990   99%

*Whitehall standard of 20 working days

Call Centre statistics - 1 January to 31 March 2011:

 Topic  Performance Figure
 Calls answered during office hours  62,147
 % calls answered within 30 seconds  86.3%
 Abandoned calls  423

 

 Topic  Performance Figure
 Offline policy research cases  277
 % answered within three working days  93.5%

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Frequently asked questions

To help you find what you are looking for we have compiled answers to your most commonly asked questions.

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