NHS complaints - data analysis 2019-20

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Summary of report content

Healthwatch Oldham report on their NHS complaints advocacy work for the year 2019/20.  During this period, they helped 121 people.

The report looks at the socio-economic background of the people that they have helped to complain, their referral routes to the service, which GP they are registered to, who the complaint is about; the primary issue of the complaint, and how long complaints take to resolve and are active.

The report concludes with a discussion of common themes in the complaints, including communication, the paucity of complaints about NHS funded social care; GP practices’ attitude to complaints handling; access to interpreters; access to prescription medication; information and equal access to services.  The report includes a number of recommendations to address these issues.

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General details

Report title 
NHS complaints - data analysis 2019-20
Local Healthwatch 
Healthwatch Oldham
Date of publication 
Friday, 7 August, 2020
Date evidence capture began 
Monday, 1 April, 2019
Date evidence capture finished 
Tuesday, 31 March, 2020
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Information providing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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 of health and care services included in the report

Primary care services 
Community pharmacy
GP practice
Secondary care services 
Inpatient care
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
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? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

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.