Through our Lewisham Independent Health Complaints Advocacy Service, we were pleased to find several local examples of good practice in the provision of the complaints information. However, the quality of the website content was inconsistent so we embarked on a project to assess the existence and standard of information on practice websites.
Focusing on the 24 GP practices that provided complaints information on their website:
- Fifteen GP practices informed patients that their complaints will be aknowledged within three working days as stated in the NHS Constitution.
- Thirteen GP practices informed patients of what the next steps will be following the acknowledgment of their complaint.
- Fourteen GP practices provided the name of the practice manager or an equivalent person to whom the complaint should be addressed.
- Ten GP practices provided outdated information about PALS, advocacy, Healthwatch Lewisham and CCG (some information refers back to details of the former Primary Care Trust).