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

This is a report by Healthwatch Coventry. In this project volunteers looked into the process of making complaints about GPs in the local area.

The aim of this project was to see how across GP websites and ICB websites accessibility of making a complaint was handled.

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.

There are no recommendations in this report.

There are no follow up actions. The report is to be sent to the ICB Complaints and communications department for consideration.