Research report: NHS complaints processes in Surrey

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Summary of report content

Healthwatch 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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General details

Report title 
Research report: NHS complaints processes in Surrey
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Sunday, 30 November, 2014
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

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 
Specific ethnicity if 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 
All care professionals
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? 
Is there evidence of impact external to the report? 

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.