An opportunity to improve - General practice complaint handling across England: a thematic review

Most complaints were about the GP.’ An opportunity to improve General practice complaint handling across England: a thematic review 19 Overview of findings The following section examines and provides an overview of the findings from the review of 137 cases; the literature review; the workshops with GPs, practice managers and policy makers; and the survey of local Healthwatch. [...] They then call the individual trusts.22 Similarly, basic information was not readily at the end of the day to ask for feedback on the available and practices were not making people discussion, removing the responsibility from the aware that they could take their complaint to the individual to raise a concern or complaint. [...] available to help Inspectors found that: patients understand • there was no information available to help patients understand how to make a complaint; how to make a • some of the patients that the Care Quality complain.’ Commission inspectors spoke to did not know how to complain and there was no defined system in place for handling complaints and concerns; and • the practice did not have a compla. [...] In over a third of the cases we reviewed the response and the outcome of the complaint or concern were not shared in an empathetic manner; for example, failing to acknowledge the loss of a loved one. [...] The offer of an out-of-hours meeting was made at the end of the response and The GP’s response stated that one of the aims of it was clear there was no set duration for this as the the investigation was to rebuild Mr D’s faith and GP did not want the patient to feel rushed.