Complaints about GPs and dentists doubled in last decade
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- Published: Tuesday, 26 September 2017 07:48
- Written by News Editor
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New data from NHS digital show that the total number of written complaints from patients about primary care practices in 2016-17 was 90,579, an increase of 9.7% since last year. Of these complaints with 83.2% were related to GPs and 14.6% to dental practices. Just over half of these (50.2%) were not upheld.
Media attention focussed on compliants against GPs, which have doubled in a decade, as it becomes increasingly difficult to get through to get an appointment. The biggest category of GP surgery complaints concerned difficulties getting through on the phone and lengthening waiting times for an appointment. The figures show that overall, there were 208,400 complaints received by the NHS during 2016/17, up almost five per cent in a year. The total number rose by 56 per cent in a decade, from 133,393 cases in 2006/7. These were written complaints and exclude many more that were resolved at practice level.
Among GP practices, the largest category of complaints fell in the category of communications, with 16.9% falling into this group. Next was “clinical treatment” with 13.7% of cases falling into this group, while staff attitudes, behaviours and values drew 12.6% of complaints.
In dental practices – most complaints relate to ‘Clinical Treatment’ (38.9%), then ‘Communications’ (12.1%) and ‘Charging/Costs’ (11.9%).
Comparing Primary Care and the hospital service, the proportion of complaints being fully upheld is 37.5% (Primary Care) and 35.8% (Hospital), while the proportion being partially upheld is 12.4% for primary care and 28.9% for Hospital. The not upheld proportion is higher for primary care at 50.2% compared to 35.3% for Hospital.
The full NHS Digital Report: Data on written complaints in the NHS, 2016-17 can be found at: http://digital.nhs.uk/catalogue/PUB30080
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