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Archive | Complaints RSS feed for this section

KO14b return – My complaints! By Nicola Davies

June 13, 2019, by in Complaints

10 Comments

By Nicola Davies I’ve just had the joy that is the new complaints spreadsheet return. Well, there’s an hour or two of my life that I won’t get back. What a complete load of old tosh! As a relic of primary care, I’m used to form-filling, tick-boxing, filling out endless surveys… and I appreciate that

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Negative patient reviews: How to handle a potential minefield

Negative patient reviews: How to handle a potential minefield

Finding it hard to respond to negative patient reviews? Here are a few tips from Yorkshire Medical Marketing to get a positive outcome for your practice. After a long day of juggling a phone that never stops ringing, a long line of patients and not enough appointments to go around, you’d probably prefer to stick

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A professional approach to complaint handling

November 30, 2017, by in Complaints

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A professional approach to complaint handling

Following on from our article last week that looked at how and why practices can benefit from proactively seeking feedback – especially negative feedback – this week the focus of our attention is on the need for professionalism when dealing with complaints. It’s an area that the Parliamentary and Health Service Ombudsman says is an

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Turning negatives into positives

Turning negatives into positives

Earlier this year, NHS Digital reported that the number of complaints levelled at GP practices had ‘surged’. GPs and dentists received a total of 8,000 more written complaints in the 2016/17 year than in the previous year. This represented a 9.7% increase as the total reached 90,600, according to the figures. About half the complaints

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Make Google work for you!

April 14, 2016, by in Complaints, Internet

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Make Google work for you!

Have you ever wondered if anyone is talking about your surgery online? Has one of your partners made the headlines for helping in the community? Or has someone perhaps unfairly criticised an encounter at the surgery? A free service offered by Google called Google Alerts can help you keep track of any online mentions of

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Understanding Significant Event Audits and the CQC inspection

Talking to a practice manager who also happens to be a CQC inspector – expect an outstanding rating for that practice! – it seems that one of the areas practices frequently fall down on during inspections surrounds Significant Events. “The variation in how these processes are managed in practices is stark,” we were told. “Yet

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Complaints Responses

March 15, 2016, by in Complaints

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Complaints Responses

How balanced, transparent and apologetic are your Practice’s complaint response letters? Would the Parliamentary & Health Service Ombudsman (PHSO) approve of your approach? Have you been criticised previously by the PHSO for the tone of your letters? Complaints handling is becoming an increasing issue for the NHS and the Ombudsman is receiving more and more

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