Table 1 Comparison of results between first and second phase
Criteria | Target | Phase I (n = 49 complaints) | Phase II (n = 76 complaints) |
|---|---|---|---|
Reduction in complaints rate to 0.6 per 1,000 consultations | 100 % | 0.77 per 1,000 consultations | 0.49 per 1,000 consultations |
Written response to complainant within 2 weeks | 90 % | 63 % | 75 % |
Written notification of complaint to patient’s own GP | 100 % | 48 % | 96 % |