EVERY GP surgery in Dorset has been ‘mystery shopped’ by an army of volunteers, to see how easy it was to make a complaint.
Between January and March 2014, Healthwatch Dorset, the consumer champion for users of health and social care services across the county, sent volunteers to all 101 GP surgeries across Dorset.
Dr Samuel Johnson, chairman of Healthwatch Dorset, said: “Overall, our mystery shoppers were greeted with courtesy and attended to promptly. There is some work to be done in ensuring that people receive up-to-date, comprehensive and accessible information to allow them to make decisions and to feel that making a complaint is a positive and welcomed form of communication.”
Healthwatch made seven sugg-estions for GP practices including reviewing all information and encouraging staff to be positive to people expressing concerns.
Karen Rumsey, practice manager for Tollerford GP Practice in West Dorset, said: “We will do our best to act on the recommendations. This is just what general practice needs.”
The full report is at healthwatch dorset.co.uk/resources/reports
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