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Sunday 22 July 2018
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Topic: Complaints

March 5, 2018

Millions of Brits struggle to see their GP because they find it so hard to make an appointment, a survey has revealed.

The survey of 2,035 UK respondents by Censuswide, commissioned by Octopus Healthcare, has found that more than 18 million people (36%) across the UK could not get a GP appointment in the past 12 months because they could not get through on the phone to make an appointment.

About 48% of respondents from Birmingham could not see their GP in the past year, while the figure stands at 40% in Cardiff and 39% in London.  

February 28, 2018

Satisfaction with GP services is at the lowest point since records began, a survey of almost 4,000 people has revealed.
 
Satisfaction with general practice among the 3,988 people surveyed by research company NatCen Social Research fell to 65% in 2017, marking a 7% point drop on the previous year and the biggest one-year change since the survey began in 1983.
 
Patient dissatisfaction with the NHS overall also rocketed to 29%, the highest level recorded since 2007, according to NatCen.

February 9, 2018

Patients are still frustrated when they are denied antibiotics, a Medical Protection Society (MPS) survey of 500 GPs has found.

Almost a third (32%) of GPs said that they frequently deal with patients who get angry or frustrated when they are advised that they do not need to take antibiotics.

It comes after Public Health England (PHE) launched a ‘Keep Antibiotics Working’ campaign at the end of October 2017, to raise awareness about the higher risks of infections patients could suffer if taking antibiotics inappropriately.

January 23, 2018

The provision of care and rota gaps are getting worse, a British Medical Association (BMA) survey of 900 doctors from different specialities in the NHS has found.

Around 71% of doctors had rota gaps in their department, whereas 47% of GP practices reported vacancies that in 73% of the cases remained uncovered for six months or more.

Doctors also lamented that the delivery of care had deteriorated in different areas over the last year, with 86% them believing that the NHS financial sustainability had worsen and 72% saying the same of mental health provision.

November 29, 2017

A new report published today shed light on a further 162,000 backlog of clinical correspondence items that still need to be assessed by GPs.
 
The Public Accounts Committee’s report deplored the ‘lack of grip’ NHS England has shown on handling this problem, after the Committee had been looking into mishandled correspondence for the past three years.
 

November 28, 2017

Clinical negligence costs are rising and this problem has to be addressed, said MP Alex Chalk at the Medical Protection Society (MPS) event in London on negligence fees.

May 12, 2017
A major cyber attack on the NHS computer system has shut down GP practices around England.

A major cyber attack on the NHS computer system has shut down GP practices around England.

Management In Practice understands that some GP practices have had to shut down, while hospital staff found themselves unable to work.

Dr George Farrelly, a GP in East London, said his practice did not have access to patient records and could not prescribe medicines.

Dr Farrelly, who works at the Tredegar practice in Tower Hamlets, said his practice had ‘heard something might happen’ earlier in the day so had printed the appointment list.

May 3, 2017
A Somerset practice was defrauded £22,000 over three years by its practice manager who has since been given a suspended sentence for the theft.

A Somerset practice was defrauded £22,000 over three years by its practice manager who has since been given a suspended sentence for the theft.

Jackie Bibby was found to be wrongfully paying herself thousands of pounds from the practice’s bank accounts for fake overtime.

The fraud began in 2011 when Bibby became manager of Clarence Park Surgery in Weston-super-Mare, and only stopped when she was caught in 2015.

May 2, 2017
Virginia Patania is not a typical practice manager. Angela Sharda speaks to her about her outlook and approach.

Virginia Patania hasn’t used the title ‘practice manager’ for about a year, but instead refers to herself as a ‘transformation partner’, which she describes as ‘someone who is deeply invested in the practice’s change and transformation, but has a stake.’
Her approach is different from the conventional practice manager, but she is also keen on making a difference in her community and in general practice. Her positive approach, she says, comes from the people around her and from generating results.

April 28, 2017
A North-east London practice has complained that their level of patient care is being adversely affected by an out-of-bounds clinical room.

A North-east London practice has complained that their level of patient care is being adversely affected by an out-of-bounds clinical room.

Driver & Partners practice in Forest Gate, is seeing up to 100 fewer patients a day due to the clinical room being out of service for months, according to practice staff.

The surgery has 7,000 patients on its list and can see up to 250 individuals in one day depending on how many rooms are available.

April 27, 2017
A practice group in Sunderland has been threatened with closure after CQC inspectors placed it in special measures for a second time.

A practice group in Sunderland has been threatened with closure after CQC inspectors placed it in special measures for a second time.

Care Quality Commission (CQC) inspectors rated almost every aspect of care at Sunderland's Hylton Medical Group as 'inadequate' on 20 April.

The practice has lodged an appeal and is awaiting the outcome.

The group, which operates two sites for 5,240 patients, only came out of special measures a year ago.

April 10, 2017
A GP from a single practitioner practice has been struck off the register following 22 allegations of dishonesty, insulting treatment of staff, and disrespectful references to patients and a fellow doctor.

A GP from a single practitioner practice has been struck off the register following 22 allegations of dishonesty, insulting treatment of staff, and disrespectful references to patients and a fellow doctor.

April 3, 2017
Elliott Hall Medical Centre in Middlesex is the first practice in London to be awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC).

Elliott Hall Medical Centre in Middlesex is the first practice in London to be awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC).

The practice was rated as outstanding in all areas: Safe, Effective, Caring, Responsive, and Well-led.

Ursula Gallagher, CQC deputy chief inspector for primary care in London, told Management in Practice how the practice achieved this.

Arrival

March 7, 2017
Another person has been jailed in the Crown Prosecution Service’s campaign to rid the health service of sham title-holders.

Another person has been jailed in the Crown Prosecution Service’s campaign to rid the health service of sham title-holders.

Jon Andrewes, 63 from Totnes in Devon, has been sentenced to two years in prison after falsifying his qualifications to secure a job as a senior NHS manager and get paid more than £1m from 2005-16.

January 25, 2017
Bad attitude and communication are some of the top reasons for GP complaints, a YouGov survey of over 2,000 members of the public has revealed.

Bad attitude and communication are some of the top reasons for GP complaints, a YouGov survey of over 2,000 members of the public has revealed.

Three of the top five reasons for having made a complaint about a GP relate to poor communication and behaviour, ahead for the first time of clinical issues.

December 7, 2016
Practice managers should make GPs aware of new guidance on dealing with inappropriate and intrusive behaviour from patients, especially online.

Practice managers should make GPs aware of new guidance on dealing with inappropriate and intrusive behaviour from patients, especially online.

The Medical Defence Union (MDU) journal has published an article which warns that social media is making GPs more accessible than ever to patients who may seek unprofessional contact with them.

October 11, 2016
RCN research suggests transgender patients regularly face prejudice and a lack of understanding, which may be due to a lack of training

The NHS is failing to meet the needs of transgender adults and children, according to new research from the Royal College of Nursing (RCN).

The UK has seen a steep rise in the numbers of transgender patients accessing care with several gender identity clinics experiencing increases of several hundred percent in recent years.

However, recent reports from the RCN suggest transgender patients regularly face prejudice and a lack of understanding, as well as a persistent disadvantage in accessing appropriate health care.

October 11, 2016
A survey of almost 2,000 people revealed that 40% dislike having to talk to GP receptionists

Two in five patients reported that having to tell GP receptionists their symptoms before booking an appointment could put them off visiting their GP, according to research published in the Journal of Public Health today.

A survey of almost 2,000 people in Great Britain on perceived barriers to seeing a GP, revealed that 40% dislike having to talk to GP receptionists about their symptoms.

September 16, 2016
GP services received 4.7% fewer complaints over the last financial year compared to the previous year, official statistics reveal

Family Health Services (FHS) in the NHS, including GP services, received 4.7% fewer complaints over the last financial year compared to the previous year, official statistics reveal.

NHS Digital figures show the number of FHS written complaints decreased by from 86,629 in 2014/15 to 82,559 in 2015/16.

Across the NHS, the number of complaints dropped by 4.2% to 198,739 in 2015/16 – 8,668 fewer than in 2014/15.

August 25, 2016
A medical defence organisation has reported a 16.4% increase in legal claims made against GPs last year

A medical defence organisation has reported a 16.4% increase in legal claims made against GPs last year.

The Medical and Dental Defence Union of Scotland (MDDUS) said that the increase showed a “growing trend for increased litigation”.

However, the indemnity provider added that the rise was also because of an 8.2% growth in the organisation’s membership.

August 17, 2016
Tell us about your experiences with Capita

In April last year, Capita took over primary care support services in GP practices in England.

Management in Practice and Pulse are keen to find out how the transition has gone for your practice through a short survey.

Please note the results of this survey will be reported in aggregate terms in future Management in Practice and Pulse coverage.

July 27, 2016
The service has published quality standards, outlining what people should expect after lodging a complaint

The Parliamentary and Health Service Ombudsman has published a set of quality standards, outlining what the public should expect after lodging a complaint about the NHS.

Available in the form of a service charter, the standards are accompanied by detailed guidance about what happens at each stage of the complaints process.

July 7, 2016
Dr Henrietta Hughes has been appointed as the new National Guardian for speaking up freely and safely within the NHS

Dr Henrietta Hughes has been appointed as the new National Guardian for speaking up freely and safely within the NHS.

Hughes was appointed by a panel of representatives from the Care Quality Commission (CQC), NHS England, NHS Improvement and the Patients Association.

Also on the panel was Sir Robert Francis QC, whose 2015 independent review into whistleblowing in the NHS recommended the creation of the role.

May 6, 2016
The British Medical Association has issued guidance on medical indemnity as the number of claims has soared, with £5 million payouts no longer unusual

The British Medical Association (BMA) has issued guidance on medical indemnity as the number of claims has soared, with £5 million payouts no longer unusual.

The BMA joined forces with the three medical defence organisations (MDOs) to explain the options as premiums have increased due to the rise in claims and high cost cases brought against GPs.