This work has been a collaborative effort. The Parliamentary and Health Service Ombudsman, NHS England, Care Quality Commission and Healthwatch England would like to thank all those involved.
We are especially grateful to all those individuals (representing service users and health care professionals) who participated in the surveys and workshops. Their contributions have played a significant role in understanding where support is required.
We would also like to thank the organisations who attended the Roundtable event we hosted at the Royal College of General Practitioners in January 2016. Their contributions, insights and commitments will help improve the experience of complaints for both practices and individuals using services.
We look forward to working with the NHS England Primary Care Complaints Advisory Group who have committed to taking this work forward.