Impact Report: using feedback to improve CCG’s complaints processes

Following an investigation by Healthwatch Birmingham in 2017, local Clinical Commissioning Groups (CCGs) are improving opportunities for people to feedback about their complaints process.
NHS Sandwell and West Birmingham CCG and NHS Birmingham and Solihull CCG are now routinely collecting feedback from people about their experiences of complaining through the CCG. The Impact Report details the improvements being made which include: better communications to encourage people to feedback, effective processes to communicate with local advocacy providers and ways to monitor the quality of the CCG complaints process.

The full impact report which details all of the improvements being made can be accessed here.

People who had complained through this route had told Healthwatch Birmingham that they were not satisfied with their experience. As a result we investigated the level of public involvement within the complaint’s service and found that there were no routine processes in place to use people’s feedback to make improvements.
CCGs are responsible for planning and commissioning health services in the local area. People wanting to complain about health services can complain directly to the service, complain with the support of an advocacy provider or through the CCG.
The original report Patient involvement and complaints systems: The importance of Clinical Commissioning Groups using complainant feedback to improve the quality of their complaints systems can be read here.