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Complaints in Primary Care: General Practice Complaints Handling for GPs, Nurses and Practice Managers

Thursday 20 October 2016
Hallam Conference Centre, London

Complaints in Primary Care: General Practice Complaints Handling for GPs, Nurses and Practice Managers

This event has now past, but there may well be news on the event including presentations and quotes from the day at our News pages here, a full list of our forthcoming events is available here.

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This conference focuses on handling, investigating, resolving and learning from Complaints in Primary Care; General Practice Complaints Handling for GPs, Nurses and Practice Managers. Through national update, practical case studes and expert sessions the conference will enable you to implement the recommendations from the recent Parliamentary and Health Service Ombudsman"s findings into general practice complaints handling. 

-From looking closely at these investigations, as well as cases from the Care Quality Commission and NHS England, we found that the quality of general practice complaint handling paints a mixed picture. Our review found 55% of general practices were doing a good job – dealing with complaints swiftly, taking them seriously and being open and honest. This is good news. But 45% of practices were falling short – failing to acknowledge mistakes, not providing proper apologies and not following guidance on handling complaints...Most people have far more contact with their GP practice than with any other NHS service, and they are often an individual"s link in to other NHS services. That"s why getting complaint handling right in general practice is so important – it has the potential to make a difference to everybody who uses the NHS. I hope this work helps GPs. Our review has identified five areas where there is most scope for improvement. These include:

  • developing a listening culture
  • being clear about what is expected of practices
  • ensuring professional values
  • apologies and being open and honest
  • sharing learning from complaints”

Dame Julie Mellor DBE, Chair and Ombudsman, Parliamentary and Health Service Ombudsman, March 2016

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