CCG Complaints impact report, Birmingham

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Summary of report content

Healthwatch Birmingham previously published a report in relation to people who were not satisfied with their experience of making a complaint to the two Birmingham Clinical Commissioning Groups (CCG) about services commissioned by them. At that time, the Clinical Commissioning Group complaints teams did not have systems in place to routinely hear people’s feedback about their complaints service. As a result of this, Healthwatch Birmingham discussed these issues with the local CCGs and have published this impact report outlining the improvements made by the Commissioning Group complaints teams. Some improvements made by the NHS Sandwell and West Birmingham CCG are that they now: routinely conduct ‘mystery shopper’ exercises to monitor call quality and identify any training needs; actively promote their complaints service (Time2Talk) by encouraging their General Practices to display flyers and posters in their reception areas and; send a letter at the end of the complaint process, which encourages complainants to give feedback about their service, alongside a feedback questionnaire and prepaid envelope. Birmingham and Solihull Clinical Commissioning Group say that the report has influenced a number of improvements to the complaints process for patients, including a new process for gathering feedback from complainants, with a view to shaping and improving the service for the future. This will help the CCG to fully benefit from patient’s experiences and insight, and help us to commission the best healthcare for local people.

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General details

Report title 
CCG Complaints impact report, Birmingham
Local Healthwatch 
Healthwatch Birmingham
Date of publication 
Tuesday, 10 July, 2018
Date evidence capture began 
Tuesday, 10 July, 2018
Date evidence capture finished 
Tuesday, 10 July, 2018
Type of report 
Key themes 
Complaints procedure
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 
User stories
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details about conditions and diseases

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

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
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? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Not applicable
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not applicable
What type of impact was determined? 
Tangible impact (not cost related)

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.