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Complaints

An opportunity to improve: General practice complaint handling across England: a thematic review (March 2016)

The Parliamentary and Health Service Ombudsman has been working in partnership with the Care Quality Commission, Healthwatch England, and NHS England to examine how well GP practices in England are handling concerns and complaints. The key recommendations from the report (attached) include...

BMA Guidance NHS Complaints Procedure

http://bma.org.uk/practical-support-at-work/contracts/nhs-complaints-procedure

Dealing with difficult patients & Removal of Patients from GP Lists

Kent LMC Advice Please read the GPC Guidance before deciding how to proceed to remove a patient. The LMC advice builds on the GPC guidance with some suggested standard processes and letters that you can adopt. Also attached is a suggested Practice Charter that should be part of your practice...

Dealing with unfair comments on websites

With the ever increasing use of the internet being used by the public to comment about specific service providers and members of staff. This can come from sites such as official sites such as NHS Choices to social media sites such as Facebook or Twitter. Comments can sometimes be inaccurate,...

In Touch - October 2017

Managing your List, Informing the CQC of Changes to your registration, When a complaint goes outside the practice, PCSE/Capita Update

LMC Complaints Handling Resource Pack (Updated 2018)

If you would like to order any of the documents detailed please complete the order form and fax/email the LMC office.

Local Authority Social Services & NHS Complaints (England) Regulations 2009

http://www.legislation.gov.uk/uksi/2009/309/contents/made

National Patient Safety Agency Guidance: Saying Sorry/Being Open

Communicating patient safety incidents with patients, their families and carers http://www.nrls.npsa.nhs.uk/resources/?entryid45=65077

NHS Choices: Responding to Negative Feedback

NHS Choices Website Practices who have taken over 'control' of their NHS Choices page are notified of a comment pertaining to them following the publication of the comment. An alert is sent to a named recipient at the practice in question (usually the practice manager although this will be...

Parliamentary & Health Service Ombudsman Principles for Remedy

http://www.ombudsman.org.uk/improving-public-service/ombudsmansprinciples/principles-for-remedy

Raising Concerns - Primary to Secondary Care Interface

CCGs have established new email addresses for reporting breaches of the interface standards for both hospital and community contracts. For all EKHUFT GP liaison issues: ekh-tr.gpinfo@nhs.net For all EKHUFT contract issues: acute.contractteam@nhs.net For all Community contract issues:...