How do I have my say? Finding information about making a complaint

Healthwatch Camden undertook mystery shopping visits in November 2013 to all 39 GP surgeries to build a snap-shot picture of complaints processes across the borough.

Key findings

The mystery shopping experience highlights the helpful and professional nature of the reception staff in Camden’s GP practices

Waiting times to speak to a receptionist were generally very short

NHS guidance advises people to request a copy of the practice’s complaints procedure, but only 10 of the 39 practices provided our mystery shopper with one.

Very few practices provided information about the time scale of the complaints process and when the complainant would hear back.

Where no complaints procedure was provided, our mystery shopper was advised to contact the practice manager directly in most instances.

Around two thirds of the practices provide some information about complaints in their waiting rooms – for example information about the Care Quality Commission or about Patient Advice and Liaison services (although there is no longer a primary care PALS service, so this is of limited value). However, only 8 practices displayed information about their own complaints procedure.

It’s positive to see that two thirds of practices provide information about their complaints procedure online. However Healthwatch could not find this information on 7 sites.

Patient participation groups (PPGs) play a key role in advising practices on their patients’ perspective, and they give patients a say in how health services are delivered. For people to get involved they need information about their PPG, but  the majority of practices (24 of 39) do not display this in their waiting rooms.