Vol. 5 no. 3 2011

Your Practice

This issue of Your Practice focuses on complaints handling. During the last couple of years MPS has received an increasing number of calls from GP practices in England who require assistance with the complaints procedure.

Two years after the introduction of the new system, it is our experience that many English GP practices remain unaware of the changes to the complaints procedures and are failing to comply with the new requirements.

Since the introduction of the new system we have been working with practices to help them update their complaints policies.

In the article “Complaints check-up” MPS GP complaints advisers share key advice to help practices avoid attracting additional criticism from the Ombudsman for procedural deficiencies. This feature gives details of the wide range of publications, including booklets and factsheets, which give comprehensive guidance on how best to resolve complaints.

We would strongly encourage practices to familiarise themselves with the new procedure, so they feel confident in dealing with complaints in the proper manner in the future.

In this edition we also profile an innovative practice in Bridgend in Wales that has used a patient forum to address patient concerns and avoid complaints, making a real difference to the practice and the way the care is delivered to its 18,000 patients.

We hope you enjoy this issue.

Dr Richard Stacey
Editor-in-chief and MPS Medicolegal Adviser