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NHS Digital wants practice managers to help shape complaints data collection

by Awil Mohamoud
23 October 2020

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NHS Digital is seeking practice managers to help with streamlining its complaints data collection for 2020-21, and to help develop its future approach to the process.

This comes as the body decided to scrap its annual collection of KO41b complaint data for 2019/20, following calls from NHS leaders to spare practices the additional administration and time in light of Covid-19. 

NHS Digital said it will use this gap as an opportunity to ‘streamline’ its process for May/June 2021, ‘to ensure that the approach and information requested is proportionate and removes unnecessary administrative burdens from the collection’. It added that it would like practice managers to get in touch to ‘help with developing the content and approach’.

Dr Richard Vautrey, GPC chair at the BMA, told Management in Practice: ‘After extensive lobbying, we’re pleased to see that NHS Digital has confirmed that the annual complaints data collection relating to 2019/20 will not be collected as usual. 

‘At a time when GPs, like all other healthcare professionals, are going above and beyond in the fight against Covid-19, it’s important that we’re able to focus on providing as much care as possible without being bogged down with unnecessary bureaucratic processes.’

He added: ‘Of course, complaints from patients will still be responded to by practices who will do all they can to resolve and learn from the issues and concerns raised.’

According to the 2018/19 collection, primary care received 92,677 complaints from patients, while altogether, the NHS received 208,924.

This week, a medical risk expert said the rise of remote consultations in general practice during the Covid-19 pandemic has increased the risk of patient complaints.

To get involved, practice managers can contact: nhs.comp@nhs.net


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