Research report: NHS complaints processes in SurreyDownload (PDF 1.04MB)
Summary of report contentHealthwatch Surrey carried out a review of NHS Complaints in Surrey in November 2014. Following a review of the healthcare complaints process in England by Healthwatch England in 2013, Healthwatch Surrey began to establish an evidence base of the experiences of people in Surrey and to raise awareness about the issues locally. Findings from the review of websites of Commissioners, NHS Trusts and other healthcare providers in Surrey, as well as a large number of GP practice websites and leaflets for complaints information, concluded that there was considerable variation in the accessibility and comprehensiveness of information available and that patients could find complaints processes unclear and confusing. Three recommendations were made suggesting that healthcare commissioners and providers review websites, ensuring they are up to date, and meet the recommendations of the Francis report.
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Research report: NHS complaints processes in Surrey
Date of publication
Sunday, 30 November, 2014
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?
If an Enter and View methodology was applied, was the visit announced or unannounced?
What type of pregnancy or maternity themes are included in the report
Number of people who shared their views
Specific ethnicity if 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
All care professionals
Does the information include other people's views?
What was the main sentiment of the people who shared their 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?