People’s experiences of accessing complaints through the GP Surgery/NHS Integrated Care Board websites

Healthwatch Coventry wanted to find out how easy it was to find information about making a complaint on GP websites and the information provided by the local ICB. 

Volunteers looked at both GP and ICB sites to compare each. 

What worked well was when clear information about the process and how it works was presented. 

Where there were improvements to be made they related to questions about how those with English as a second language would manage, instances where too much information was presented, and a need to clarify the different channels for feedback vs complaints.