I have personally faced an unresolved complaint with a local GP surgery in the UK.

Despite numerous attempts to address the issues several times, I was met with unsatisfactory responses, hostility and a lack of accountability and even retaliation - complex reasons including the surgery dynamic prevented this resolve.

This experience has not only been frustrating and worrying but it has also highlighted a broader problem affecting many patients who rely on these crucial services.

To make matters worse and hinder resolve, LMC leaders as of May 26, August 26, are urging the government to 'protect GPs/staff' from patients who are consistent/persistent in their email complaints ; trying to cite 'harassment' or 'disruption'.  In other words; you cannot even complain or safeguard other patients - that is intimidation by the surgery/LMC to try to stop you complaining/raising awareness about members of GP practices.

You can follow all the correct channels, complaints wise, but it doesn't mean there is resolve at the end; certain aspects may not be looked at or ignored  thus you end up back at the surgery; who then target you for contacting them again.

Maybe there are further complaints or issues you wish to address as time goes by - doesn't constitute harassment or disruption to the surgery - it's patient safeguarding.  The LMC are adding to this problem.

In the UK, GP surgeries are a lifeline for countless individuals, offering essential medical care and guidance. However, when complaints about their service, treatment, or administration go unaddressed, it erodes trust and can have severe implications for patient health and well-being.

According to NHS statistics, patient dissatisfaction with GP services has been on the rise.  1 GP Partner at a recent LMC conference was trying to cite that patients are 'harrassing' them with complaints - yet this surgery holds a very low, historic poor online patient satisfaction rating - meaning complaints are not being addressed there, fuelling more contact from patients.  Clearly a surgery that doesn't want to resolve patient complaints.

I realised during my frustrations of not feeling heard by the surgery, after escalating it to the local ICB, it was made clear by them that under legislation, patients can only complain to the ICB board or their GP practice, but not to both - further frustration as they would not investigate.  Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 Act applies here.

If you feel your concerns will not be taken seriously by your GP surgery for whatever reason or if it hasn't been made clear you can complain to the ICB by your practice through lack of disclosure or maybe you don't wish to complain to your surgery directly, contact your local ICB instead but the complaint must be made within 12 months of the incident(s) that gave rise to the complaint.

If not happy with the response from either the surgery or ICB, you can always escalate it to the PHSO.

Be persistent, even if you face stumbling blocks.

Never, ever give up.

I believe that implementing a more transparent, efficient, and accountable complaints process is necessary. This can include mandatory regular training for GP staff on handling complaints and regular audits by an independent body to ensure compliance and improvement.

If you feel you cannot report internally, and believe patient safety, care, quality, safeguarding is at stake or Doctors' fitness to practise, contact the CQC, NHS England, GMC, Healthwatch.

By signing this petition, you support the call for systemic changes that ensure all GP surgery complaints are taken seriously and addressed in a timely and effective manner. We urge the NHS and relevant health authorities to act now and restore patient confidence in their health services. Please sign the petition to demand better accountability and service from our GP surgeries.