I recently faced a deeply frustrating experience with a local GP surgery which caused considerable distress and upset. My grievances/concerns/complaints were not met with the accountability, resolve nor empathy they deserved, and I was left feeling unheard, upset, and without any remedy. The lack of a proper resolution process, coupled with underhanded behaviours from specific staff members from the surgery, during the complaints process, opened my eyes to how badly you can be treated, simply for raising genuine concerns and thinking of others.

The National Health Service (NHS) is a cornerstone of the United Kingdom’s commitment to public health, yet when issues arise, there seems to be a significant gap in how complaints are managed and resolved.  It’s not just about my own situation; I worry that other patients might be facing similar difficulties, leading to distrust, upset or dissatisfaction with our healthcare providers.

One solution lies in utilizing Healthwatch, the independent national champion for people who use health and social care services.  Healthwatch has the authority to ensure that patients’ voices are heard and complaints are taken seriously.  By engaging their services during and after unresolved GP complaints processes, we can ensure transparency, accountability, and ultimately a better healthcare service.

Healthwatch possesses specific statutory powers under UK legislation to champion patient and public interests in NHS and social care.  It's legal mechanisms include the right to enter and view care premises, demand official responses from decision-makers within 20 working days, and escalate local concerns directly to national bodies like the CQC. 

Specific Statutory and Operational Powers:

1 - Enter and View: Authorized and DBS-checked representatives have the legal right to visit publicly-funded health and social care services—such as hospitals, care homes, and GP surgeries, to observe care delivery firsthand.

2 - Right to Reply: Local organizations and NHS commissioners are legally required to respond in writing within 20 working days to formal recommendations and reports issued by Healthwatch.

3 - Information Requests: Local groups can request specific information and data from service providers and commissioners to monitor how local care standards are managed.

4 - System Escalation: Healthwatch can formally refer issues or recommend special reviews and investigations directly to Healthwatch England or the Care Quality Commission (CQC). 

5 - Board Representation: Local branches hold the right to sit on local authority Health and Wellbeing Boards to influence regional commissioning and planning. 

There are approximately 153 Healthwatch groups in England.  Each local authority is linked to a Healthwatch body.  As independent statutory bodies, they have the power to make sure NHS leaders and other decision makers listen to your feedback and improve standards of care. 

Statistics from the NHS Complaints Annual Report show that 76,000 complaints were recorded against GPs in 2022 alone. This indicates a systemic issue where many patients may face unresolved or improperly handled complaints. Healthwatch, by virtue of their position and expertise, can bridge this gap and enhance the trust between patients and their GPs.

I call upon the NHS and GP surgeries to formally incorporate Healthwatch in their complaints handling processes. This integration doesn’t just improve accountability but also strengthens the trust and safety net for all patients.

By signing this petition, you urge the NHS to value the well-being and concerns of its patients by engaging Healthwatch in complaint resolutions, during and after complaints. Together, we can drive change and improve the standard and trust of our GP services.

Find your local Healthwatch; contact them and help patients/raise awareness.

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