Audit of GP practices websites regarding making a complaint.

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Summary of report content

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

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General details

Report title 
Audit of GP practices websites regarding making a complaint.
Local Healthwatch 
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 
Key themes 
Complaints procedure
Information providing
Healthwatch reference number 

Methodology and approach

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? 

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

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? 

Outcomes and impact

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? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.