Written complaints received by GP practices have risen almost 40% year on year, although only half were upheld, new data revealed.
Official NHS complaints data for 2021/21 published by NHS Digital yesterday showed that written complaints made by or on behalf of patients in England are on the rise.
The data, covering 1 April 2021 to 31 March 2022, showed that the total number of reported written complaints – including hospital and community health services as well as primary care – was 225,570.
This went up by a third (33%) from 170,013 the previous year, while the previous highest figure in the dataset was 208,924 in 2018/19.
Complaints to GP practices specifically also rose by 38% – up from 72,087 in 2020/21 to 99,459 in 2021/22.
However, of 98,433 that were resolved 50% were not upheld because there was ‘no evidence to support any aspects of a complaint made’.
Three in ten (31%) were upheld and 19% were ‘partially upheld’, while 4,197 complaints were ‘carried forward’.
The most common causes for GP complaints were ‘communications’ (14%), clinical treatment including errors (13%) and ‘staff attitude/behaviours/values’ (13%).
Appointment availability or length was behind 10% of patient complaints.
Meanwhile, the most named staff group in complaints were GPs themselves with 30,681 complaints (30%), while admin staff including receptionists received 27,437 complaints (27%).
Hospitals and community health services received 105,506 complaints in 2021/22 – up from 83,899 the previous year – but only 36% were not upheld.
The NHS complaints process was paused between March and June 2020 to allow healthcare providers to prioritise responding to the pandemic.
It comes as official data last week revealed that GP practices in England delivered a record 36 million appointments last month, as well as the highest proportion of face-to-face consultations since before the pandemic.
But Thursday also saw the first-ever publication of GP appointment league tables, which was condemned by both the BMA and RCGP.
And at the same time, new GP workforce figures revealed that the number of fully-qualified full-time equivalent GPs has fallen by nearly 1,900 since September 2015 and by 713 since 2019, when the Government promised 6,000 more GPs by 2024.
The Medical Defence Union (MDU) said GPs should seek support from their medical defence organisation as soon as they become aware of a potential complaint.
MDU deputy head of advisory services Dr Catherine Wills said: ‘At the MDU we understand the enormous and relentless pressure our GP members are under, every day. Complaints add to the workload and can cause huge worry and stress.
‘We are here to help; we invite all our members to get in touch for advice and support whenever they need it. Our role is to lessen the burden so members are encouraged to get our support early on, as soon as they are aware of a potential complaint.’
They take many hours of time to reply – sort. Takes time away from patient care. Rarely if ever is the sender or the recipient satisfied – rarely of any gain to patient care, indeed often the opposite. One of the main reasons for GPs going for the door.
A complaint these days, clap clap btw, is for the most part, a manifestation of lack of self awareness, perspective and transference of responsibility. Personality types, that do it in all walks of life from Lidl to airports. A loneliness and ego driven nature of feeling special, but not that much in reality. Narcissistic NHS leaders, fuelling their same types. Comradery. Or playing the legal game, to fuel future Americanised ways – your plan is unveiled. Sick joke. One should rename them your fee-free “nanny state venting policy”. In other news, I love my football team, dentist and accountant.
Complaints are inevitable in a understaffed and under resourced service, where government mouthpieces are ramping up expectations and demand.
Let Complaints come in and be acknowledged and check for any learning, but unless true harm, no need for a formal response as it wastes hours of time that could be better used to help this or other patients.