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

Healthwatch Coventry undertook research on people’s experiences of accessing information about making complaints through GP surgery and Integrated Care Board (ICB) websites. The review explored how easy it was to find complaints information, understand the process and identify available support. Seven Clear Information Volunteers examined six GP practice websites and the Coventry and Warwickshire ICB website, comparing them with information provided by another ICB. 

The research found that accessing complaints information was often difficult. Half of volunteers said finding the complaints process was not easy, while 45% did not feel confident that they would be able to make a complaint. Although 60% felt the websites were generally welcoming and easy to use, many reported that important information was hard to locate, unclear, or hidden within lengthy pages of text. 

Volunteers particularly valued websites that provided clear explanations of how to complain, what would happen next, available timescales and sources of support. They preferred information that used simple language, avoided jargon and included details about advocacy services. All volunteers preferred the complaints information provided by Dorset ICB, describing it as more accessible, user-friendly and supportive. 

Healthwatch concluded that complaints information should be more welcoming, accessible and clearly signposted. Recommendations included making complaint links easier to find, simplifying language, explaining the complaints process more clearly, providing accurate and up-to-date contact details, and improving information about support services such as advocacy and Healthwatch for people who wish to make a complaint.