Publications/guidance

An opportunity to improve – General practice complaint handling across England: a thematic review. This report from the Parliamentary and Health Service Ombudsman pools evidence from its casework with intelligence gathered by the Care Quality Commission, NHS England and Healthwatch England to review how well GP practices in England are handling concerns and complaints when things go wrong. It shows that whilst more than half of GP practices are handling complaints well others are falling short, leading to lost opportunities to improve patient care. Where GP surgeries handled complaints well, patients reported satisfaction that their GP made complaining simple and easy, and the practice took their complaints seriously. The report also sets out areas where GPs should improve their complaint handling. Its recommendations emphasise that change can only come if everyone works together and focuses on how GP practices should be supported to develop a listening and learning culture. 

RCGP Guide to supporting information for appraisal and revalidation. These updated guidelines aim to reduce the overall administrative burden for GPs and to put more emphasis on the quality than quantity. It reduces inconsistencies in interpretation of requirements and simplifies and streamlines the appraisal and revalidation process.