Research report: NHS complaints processes in Surrey
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Healthwatch Surrey carried out a review of NHS Complaints in Surrey in November 2014.
Following a review of the healthcare complaints process in England by Healthwatch England in 2013, Healthwatch Surrey began to establish an evidence base of the experiences of people in Surrey and to raise awareness about the issues locally.
Findings from the review of websites of Commissioners, NHS Trusts and other healthcare providers in Surrey, as well as a large number of GP practice websites and leaflets for complaints information, concluded that there was considerable variation in the accessibility and comprehensiveness of information available and that patients could find complaints processes unclear and confusing.
Three recommendations were made suggesting that healthcare commissioners and providers review websites, ensuring they are up to date, and meet the recommendations of the Francis report.