A major new report from Cogora, using research from Pulse and Management in Practice, assesses how the complaints and regulatory system in general practice is not working for patients, practice managers or GPs, and puts forward some recommendations on how to improve the process for everyone.
The white paper was launched at Pulse LIVE Birmingham on Wednesday 10 June, with a panel event including the chair of the BMA GP Committee and representatives from the GMC, Healthwatch England and Medical Protection, who are supporting the paper.
The number of complaints received by general practice is higher than ever. Many of these are as a result of worsening patient care, as a result of underfunding and increasing workloads as practices struggle to recruit GPs or staff.
But many of these complaints are around factors that practices can do little about, either because they are about the wider health system or they involve unrealistic expectations, such as same day appointments with their preferred GP. Technology has also lowered the threshold for what patients will complain about, with AI able to generate seven-page letters in a matter of seconds, or Google reviews allowing them to post feedback that hasn’t been through the formal process.
As well as assessing all these factors, the report looks at what are the principles of a strong complaints and regulatory system, what patients want and what GPs and practice managers want.
It looks at case studies of practices that have been able to implement constructive processes, despite a lack of funding, and been able to improve their practice as a result.
The report concludes with a series of recommendations as to how to improve the system. Download the full white paper here.
Commercial partner of this white paper: Medical Protection.
This follows successful Cogora white papers on the recruitment and unemployment crises in general practice, which was launched in Parliament in January 2025 and helped influence contract negotiations, and on access, which was launched at a fringe event at Labour’s party conference in Liverpool in September 2025.
Pulse provides an indispensable and comprehensive range of trusted content that meets the needs of all GPs, through its political and financial news, cutting-edge investigations, clinical updates or practical business advice. Its journalism not only informs frontline clinicians but helps healthcare organisations, commissioners and industry partners better understand the challenges, opportunities and unmet needs across primary care.
Management in Practice offers its audience of practice managers timely and insightful updates on political and financial matters affecting general practice, along with engaging expert opinions and case studies from industry leaders, to assist them in managing their practices effectively.
