Summary of report contentHealthwatch 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
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Audit of GP practices websites regarding making a complaint.
Healthwatch West Sussex
Date of publication
Wednesday, 12 July, 2017
Date evidence capture began
Saturday, 1 April, 2017
Date evidence capture finished
Tuesday, 30 May, 2017
Type of report
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
What type of pregnancy or maternity themes are included in the report
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Is there evidence of impact in the report?
Is there evidence of impact external to the report?
What type of impact was determined?