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Informal complaints procedure in general practice: first year's experience

P C Pietroni¹, S de Uray-Ura

¹Marylebone Health Centre, London.

BMJ (Clinical Research Ed.)

|June 11, 1994

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An informal patient complaints system at a health center proved effective, resolving most issues quickly and cost-efficiently. This patient-centered approach improved satisfaction and staff morale.

Area of Science:

Healthcare Management
Patient Experience
Quality Improvement

Background:

Informal patient feedback systems are crucial for healthcare quality.
Evaluating new patient complaint resolution models is essential for service improvement.

Purpose of the Study:

To assess the initial year of an informal patient complaints system.
To determine the system's effectiveness in handling patient grievances and participation.

Main Methods:

An audit of an informal complaints procedure at The Marylebone Health Centre.
Analysis of 39 complaints regarding administrative issues, medical care, and staff interactions.
Evaluation of complaint resolution times and methods.

Main Results:

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37 out of 39 complaints were resolved within two weeks.
The informal system successfully resolved two complaints initially sent to the family health services authority.
The procedure facilitated a swift response to patient concerns.

Conclusions:

The informal complaints procedure demonstrated greater cost-effectiveness compared to the family health services authority system.
Implementation was straightforward, requiring no major restructuring.
The system enhanced patient satisfaction through timely responses and improved staff morale.