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.Would you like to look at:
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.