For many of us navigating the healthcare system, ensuring we are heard and understood is critical.

Through personal experience of unresolved complaints locally due to a 'top heavy partnered' GP surgery, unsatisfactorily dealing with the complaints because of vested interests, it become clear that not all GP practices in the UK are transparent about how and where patients can submit their complaints.

There were stumbling blocks/obstacles along the way to resolve; I thought it was possible to turn to others.  This is where 'broader' awareness comes in.

This lack of transparency can prevent broader scrutiny on GP practices and place unnecessary hurdles in the path to resolving healthcare issues. 

Some GP practices omit/make it hard to find the CRUCIAL detail within the complaints section on their websites that complaints can be sent to the local Integrated Care Board (ICB) or to the GP surgery itself but they cannot do both under legislation.  Local Authority Social Services and National Health Service Complaints Regulations 2009 prevents this - this is deliberately done to 'contain the complaint' to the surgery, in some cases to warrant off scrutiny.

I believe the ICB would be useful in dealing with complaints (sometimes repeated about certain members of staff) in GP partnerships/Practices where conflicts of interests may occur, meaning no resolve possible.  Oversight is needed.

If they are unaware, this could mean issues remain unaddressed, potentially hiding/containing 'harmful' practices for patients currently in GP surgeries, going forward, in terms of care - this could also negatively affect other surgeries within the Primary Care Network (PCN). 

This scrutiny and oversight will safeguard NHS patients and help gather 'collective data'.

This lack of transparency is not only unfair but potentially limits patients' rights to a thorough and unbiased review of their concerns. 

To make matters worse, LMC leaders as of May 26, are urging the government to protect GPs/staff from patients who are consistent/persistent in their email complaints ; trying to cite it is 'harassment'.  In other words; you cannot even complain - that is intimidation by the surgery/LMC and will never solve anything.  Nobody likes to complain but sometimes it is necessary.

By ensuring every patient knows all avenues available for their complaints, we can significantly enhance trust and accountability within the healthcare system.

The aim of this petition is to make it mandatory for all GP practices to clearly state in their complaints policies online on their websites or on walls of surgeries/tables in reception areas whilst waiting; through updating written materials, online platforms, flyers and perhaps even highlighting this during PPG meetings, that:

Complaints can be sent to either the GP surgery or the local ICB (but not both under current legislation).  Check out contact details for the ICB online.

This simple change can increase transparency and foster an environment of accountability and trust in patient care.

The solution is straightforward:

Update and revise complaints policies to explicitly include local ICBs as an alternative complaints channel. 

By adopting this policy, GP practices will reaffirm their commitment to patient welfare and the highest ethical standards in healthcare.

If not satisfied, escalate to PHSO and contact your local MP.

Please sign and share this petition to urge healthcare regulators and authorities to implement this much-needed change, ensuring transparency and safeguarding patients' rights in every GP practice across the UK.