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'We're losing QOF money because we had no complaints'

A GP practice is set to lose out on QOF money because it failed to attract any complaints.

In order to achieve the specific QOF point for complaints, practices are required to submit details to their PCT of how they dealt with and resolved a complaint at practice level.

But Dr Nicola Williams, a GP at the practice in Preston, said her practice would be missing out because a lack of any complaints mean no information could be provided to the trust.

Dr Williams said that although the loss was only £375, it flagged up a key problem with the principle of the QOF indicator: ‘If you haven't got any complaints, that is a good thing, you've obviously worked hard to get to that place, maybe you could reward it in some other way. We're putting in all this work but not getting the money.'

She added: ‘You wouldn't antagonise patients to make a complaint but you're going to start picking up much pettier things just for the point of it.'

A spokeswoman for NHS Central Lancashire said the trust was unable to discuss individual cases, but had to adhere to national QOF guidelines.

She said: ‘Practices are rewarded for using complaints and suggestions as a potential source of learning and development. If this information is provided to the PCT, then the practice will achieve the Education 6 indicator.'

No complaints means no QOF money for a practice

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