Review of general practice online complaints information to patients

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Summary of report content

This report was written by Healthwatch Bexley following a review of local and national findings about GP practice websites and complaints information. The report was published March, 2017 and is based on a check of all local GP websites. Overall there was greater need for detailed information about the complaints process across all websites, though the possibility of making a complaint was generally referred to. A set of recommendations is included in the report. No response from related providers is attached.

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General details

Report title 
Review of general practice online complaints information to patients
Local Healthwatch 
Healthwatch Bexley
Date of publication 
Tuesday, 14 March, 2017
Date evidence capture began 
Wednesday, 1 February, 2017
Date evidence capture finished 
Tuesday, 28 February, 2017
Type of report 
Report
Key themes 
Information providing
Healthwatch reference number 
Rep-5690

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
How was the information collected? 
Research

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
None
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.