Annual complaints review

All healthcare services receive complaints. These are an important part of our continuous improvement process. Each complaint we receive is reviewed carefully in accordance with our Complaints Procedure. As part of this, our management team identify learning which is shared with the entire team to ensure we’re constantly improving the service we provide our patients.

Each year, we conduct an in-depth review all complaints received. This is shared with NHS England, our Patient Participation Group, and published on our website for all staff and patients to view.

In the year 1 April 2023 – 31 March 2024 we received a total of 10 complaints. Details on these can be found below.

Outcomes – 2x upheld, 6x partially upheld, 2x not upheld

Patient Age – 2x 0-19 years, 3x 20-59 years, 5x 60 years and above

Complaint Area – 2x appointment availability/length, 1x charging/costs, 6x clinical treatment, 1x refusal to refer

Staff Group – 3x admin (including reception), 2x locum practitioner, 4x practitioner, 1x other/no staff involved

We’re pleased that our overall number of complaints remains relatively low and will continue to ensure any learning from complaints is implemented across the practice to prevent them recurring.