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NHS to resume collection of GP practice complaints data


GP complaints data


Collection of information on complaints to GP practices will resume in August to capture data from 2020/21, NHS England has confirmed.

A bulletin from NHS England director of primary care Dr Nikki Kanani, said the collection of data through the KO14b form that had been suspended in the pandemic would restart on the 9 August.

But in response to feedback through the GP bureaucracy review and a consultation run by NHS Digital there have been several simplifications made to the collection and return process, the bulletin said.

It includes an extension to the usual collection window from six weeks to 12 weeks. The data collection is mandatory and practices are asked to submit their returns by 30th October.

NHS Digital also said improvements had been made to the portal to address technical issues that previously occurred and to make the experience of uploading the return easier.

The pause in data collection to free practices up to deal with the pandemic meant there was no publication of complaints for 2019/20.

‘Recording, managing and resolving written complaints is an important part of modern service delivery and provides vital feedback for ongoing service improvement,’ the NHS England bulletin said.

READERS' COMMENTS [3]

Decorum Est 18 June, 2021 3:53 pm

‘Recording, managing and resolving written complaints is an important part of modern service delivery and provides vital feedback for ongoing service improvement,’
Fantastic. That’s so insightful.
Now NHS England, you and most of your crew (applies also to BMA, GMC, RCGP etc) are worse than useless. What are you going to do about it?

Patrufini Duffy 18 June, 2021 8:08 pm

Modern “service” aka slavery delivery.
The complaints culture of a free SYSTEM? The rotten infestation of a perverse over-promised system. A guise for bullying persecution, and merely barb-wiring of world class professionals, whilst you hide in an “ICS”. Solution: refer more.

Patrufini Duffy 21 June, 2021 2:49 pm

I complain that one of the doctors died, a dumb virus messed with me getting a free ear syringe and free travel jabs for my fake instagrammable Bali holiday, and that I can’t sit in the GP waiting room eating Wotsits and watching Loose Women and Neighbours. Also, I complain that my sertraline doesn’t work any longer, and that my Long covid referral is taking AGES. Useless GPs.