Healthwatch have recently undertaken a ‘mystery shopping’ exercise of commissioner and provider health and social care complaints and customer care departments. The CCG has benchmarked positively compared to some other organisations. Comments included:
“The call handler was polite and friendly and provided me with a range of options including contacting PALS.”
“I was asked if I had already shared my concern with the hospital. I said I hadn’t, and didn’t feel comfortable doing so they told me that this is okay and then advised me of their complaints procedure. The call handler was friendly and helpful enough.”
“Very warm, friendly and courteous.”
The full report is available on the Healthwatch website and the CCG websites.