Rise in written complaints to Telford GPs and dentists - but figure falls for rest of Shropshire

The number of written complaints to GP and dental practices in Telford & Wrekin has almost doubled in the past two years, according to NHS data.

A total of 470 written complaints were received between April 2017 and March 2018, compared with 237 the previous year.

The number fell slightly from 443 in 2016/17 to 401 in 2017/18 in Shropshire.

Medical experts say that there are many factors that could cause complaint numbers to vary year-on-year.

Telford & Wrekin Clinical Commissioning Group (CCG) says the increase in the number of complaints in its area could to be attributed to "improved reporting of complaints in practice".

Spokesman Richard Caddy said: "Some practices have received support from the CCG complaints team on the management of the complaint process hence the potential for an increase in the numbers.

"This increase in capture is seen as a positive as this is an area where lessons can be learned and improvements can be made.”

Shropshire CCG says it is good news that the overall number of complaints are reducing in its area, despite the increasing pressures on GP practices.

Nicky Wilde, director of primary care at the CCG, said: "All of our practices take patient complaints seriously and work hard to ensure that they use them wherever possible to improve the services they offer.

Advertising

"As a CCG, we continue to support practices with complaints whenever it is required.”

Guidance

In Telford and Wrekin, 47 per cent of the 451 complaints that were dealt with in 2017/18 were upheld, meaning that evidence was found to support the complaint and an admission was made by the practice.

A further 16 per cent of the resolved complaints were partially upheld.

Advertising

During the same period in Shropshire, 34 per cent of the 362 complaints that were dealt with were upheld and 13 per cent partially upheld.

According to guidance from the British Medical Association, a complaint can be made by a patient, or anyone affected by the action, omission or decision of the practice that led to the complaint.

Complaints can be made about any person working in the primary care practice, from the GPs themselves to admin staff and receptionists.

In recent years there has been an effort to make patients more aware of ways in which their views can be heard, including information on how the complaints procedure works.

Written complaints can be made about any issue, ranging in seriousness from a broken doorbell to allegations of malpractice.

Across England the number of recorded written complaints rose by four per cent, from just over 90,000 in 2016/17 to nearly 95,000 the following year.

The BMA said that while the rise in the number of complaints made against GPs nationwide was disappointing, it should be looked at in the context of the rapidly rising number of consultations that GPs provide.

NHS England said that it was working hard to help drive up the standards of complaints handling in primary care.




Date: 25 September 2018 | Source: Shropshire Star

More Telford News

 Brexit fears as care firms quit council

A dementia care company quit working for a council because it wasn’t payin..

 Care home plans for Telford manor

A couple have revealed plans to convert a manor into a care accommodation...

 1,000 could join march to protest at Telford A&E night closure

More than 1,000 people have expressed an interest in joining a march to pr..

 Man avoids jail after breaking partner's lover's nose

A man has avoided a jail sentence after breaking the nose of his partner's..

 Speeding offences put brakes on Newport taxi driver's career

Two “minor” speeding offences have cost a Newport man his taxi licence.

 'Please send us your doctors': Telford's Conservative group leader in A&E plea

The leader of Telford & Wrekin Council's Conservative Group has writte..
View More

More UK News

'Shooting by appointment' the battle to change mindsets in NI

The battle to change community attitudes in Northern Ireland over paramilitary-style attacks

Paddington station: 'Near normal' service after rail chaos

Three of the four closed lines into Paddington will reopen, but some further disruption is possible..

Meghan tries her hand at Aussie Rules football

Thousands of people lined the streets of Melbourne to greet the Duke and Duchess of Sussex

Citizens Advice Scotland report demand for rent arrears advice up 40%

Citizen Advice Scotland says the introduction of Universal Credit is one of the main drivers of the ..

Eritrean asylum seeker, 17, relocation labelled 'tragic'

Abedom Beyene, 17, has made friends through a running club but says he has been forced to move
View More

Telford Businesses

Calendar Countdown

[[countdown here]]
[[countdown here]]

Upcoming Events in Telford

24 Oct 2018

Wed 24 Oct - 7:30pm
Thu 25 Oct - 7:30pm
Fri 26 Oct - 7:30pm
Sat 27 Oct - 2:30pm
Sat 27 Oct - 7:30pm


Tickets £15


Group offer: £12 tickets for groups of 20+ per performance

View Details

27 Oct 2018

6- 9pm


Adult & 60+ - £13

Child (aged 3-15) - £9.50
Child (aged 0-2) - FREE
Family (2+2) - £40

Please note Passport tickets are not valid for this event and dogs will not be allowed.

Tickets must be purchased in advance either online

Dogs will not be allowed and remember to bring a torch.

View Details

30 Oct 2018

2.30pm


Tickets £11

Suitable for 5+

Show running time (approx) : 40 minutes - 15 minute interval - 30 minutes

View Details

31 Oct 2018

7:30pm


Tickets £24

Concession £22

View Details

01 Nov 2018

Thursday 1 November 7.30pm

Show running time (approx): 30 minutes support act - 20 minute interval - 1 hour 15 minutes main Roy Chubby Brown


Tickets £23 concession £22

Strictly 18+

View Details
View More