Audit of GP practices websites regarding making a complaint.
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Healthwatch West Sussex audited 81 GP practice websites to find out the process for people to make a complain or raise a concern. This audit was carried out due to concerns raised by patients in being able to raise concerns and complaints about the service they received.
It was found that, some websites were easy to navigate, 12 websites where it was impossible to find any information about how to complain, variety in how patients were expected to raise a concern or complaint, wrong or misleading information and a long winded process to make a complaint.
In response, a short guide to support local practices in encouraging people to share feedback, concerns and complaints has been developed and shared with all GP Practices.
The report recommends that each Clinical Commissioning Group seeks to support and monitor their member practices to demonstrate good practices in promoting and encouraging feedback, concerns and complaints