Maintain pressure on reforms to protect NHSComplaints against GPs up 11%
Statistics from the NHS Information Centre show written complaints against NHS GPs and dentists in England rose 11%, from 43,942 in 2007-08 to 48,597 in 2008-09.
Many GP surgeries attributed the increase to their own efforts in raising patients’ awareness of their right to complain.
But the figures will also put the controversial 2004 GP contract back in the spotlight and raise questions about out of hours services.
Critics say the contract has given GPs a hefty pay rise while surgeries have cut back on their evening and weekend services.
In total, between April 2008 and March 2009, there were 14,866 complaints about clinical care.
There were 11,003 complaints about poor communication or attitude, 7,448 complaints about GP administration and 6,045 complaints about surgery management.
Last week a coroner found pensioner David Gray was unlawfully killed after being given a fatal overdose by a doctor working out of hours.
The inquest hearing was followed by the publication of a government-ordered review of out of hours care, which said trusts were failing to carry out thorough checks on GPs providing out of hours care.
The Department of Health said: “All patients deserve the highest quality of care from the NHS. Where care falls below expected standards, this can be distressing for the patients concerned and their families and we expect trusts to take immediate action to investigate and ensure this does not happen again.”
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Readers' comments (6)
Anonymous | 8-Feb-2010 3:17 pm
I'm not suprised complaints are up.
Most patients can't get a same day appt.
Quite a lot can't get a same week appt!
Receptionists are often rude and unhelpful.
When you eventually do see the GP it's only one issue at a time please....we have ten minutes to see you.
And God help anyone who is poorly out of hours......you'll probably get a home visit (if you are lucky) from a doctor who can't even speak english!
Shambolic. This labour govt will be extinct after the next election and deservedly so.
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Anonymous | 8-Feb-2010 3:28 pm
I would also like to add that this is what happens when health services are privatised......deaths!
Companies who provide health care and have shareholders to answer to will ALWAYS put profit before patient care. The cheapest option is always the best option for them.
Something else to thank this labour govt for.
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Martin Gray | 9-Feb-2010 5:17 pm
Perhaps the OOH service providers and PCT commissioners should look at what resources are already available instead of using doctors for everything. There are a growing number of ANPs/UCPs that have been given the training (both theoretical and practical) to perfom advanced roles and are more than capable of doing undiagnosed, undifferentiated patients whether in surgery or at home both in and out of social hours.
It would be a lot cheaper than using agencies that supply doctors whose 1st language isn't English, have to come from abroad, and get paid large amounts of money per hour. I think that patients might prefer a nurse to such a doctor as communication is essential at these important times, where provision of the right care or referral is necessary.
Privatisation will only lead to a poor standard of care as such businesses are geared to running at a profit; however, not all OOH providers are the same, some are classed as non-profit making organisations (although I'm not quite sure what that term really means in the business world).
Remember also that not all the complaints are about a GP but about management and administration. having said that it must still be the GP practice partners responsibility to ensure the administration and management is up to scratch.
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Martin Gray | 9-Feb-2010 5:20 pm
sorry it should read 'consultations' not 'patients' in the 1st para.
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Anonymous | 10-Feb-2010 4:53 pm
Martin yes, yes, yes you speak my language - I totally agree. Yesterday I had a patient say I should be a Dr. due to the advanced nursing skills I used to which I replied that the role of nursing had evolved, but nevertheless I like being a nurse
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Anonymous | 12-Feb-2010 6:40 pm
Totally agree with the above comments. I'm a student currently on placement, and the GP I've met is rude and has no people skills. I told my mentor she's a bit scary, and she said the GP's scare them all. If the nursing team can't work with them, what hope is there for patients!
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