Survey FAQs

  1. Why is this research being conducted?

This study aims to find out how patients and those who care for them find their way to complaints procedures about healthcare problems. We are interested in how they find out about complaints systems, where they first make complaints, and why they contact organisations like the General Medical Council (GMC) or the Parliamentary Health Service Ombudsman (PHSO). We want to use this information to understand how signposting to complaints procedures can be improved. The project is funded by the National Institute for Health and Care Research.

  1. Why have I been invited to take part?

We have been told that you have made a complaint to the GMC or PHSO and value your point of view.

  1. Do I have to take part or answer all the questions on the survey?

No. You can ask any questions about the research before deciding whether to take part.  If you do take part, you only need to answer the survey questions you feel comfortable with. You may withdraw at any point by leaving the survey page but the answers you have already given will be used by us.

  1. How can I take part and how long will it take?

Please follow this link [insert link] to the online survey which will ask you questions about your journey to the GMC or PHSO complaints procedure. There is no need for you to give your name and the survey can be completed in just under 10 minutes.

 

  1. Are there any potential risks in taking part?

It is possible that answering our survey may bring up bad memories of your experience, but most questions only ask for a small amount of information, and you are free to skip any question you don’t feel like answering.

At the end of the survey, we will also give you links to groups that can provide extra information, advice, and support if you need it.

  1. Are there any benefits to taking part?

We are not able to pay you for taking part, but your views will play a part in attempts to improve systems for patients and those who care for them. 

  1. What happens to the data provided?

The information you provide during the study is research data. Any data you give us about your age, education, race/ethnicity, and gender is known as personal or sensitive data.

Personal/sensitive data will not be stored with the other data you give us. 

All the data will be securely stored for at least 3 years after our research ends and we have published the results.  

 

  1. Will the research be published? 

Once our research is over, we intend to publish our findings in journals and policy reports that we hope will help make the complaints process in the NHS easier and more accessible for patients.

  1.   Who is funding the research?

Our research is funded by the National Institute for Health and Care Research.

  1. Who has reviewed this study?

This study has been reviewed by and received ethics clearance through, the University of Oxford Central University Research Ethics Committee [TBC] to make sure we apply the highest standards.

  1. Who do I contact if I have a concern about the study or I wish to complain?

If you have a concern about any aspect of this study, please contact Joseph Patrick McAulay at joseph.mcaulay@csls.ox.ac.uk.

He will acknowledge your concern within 10 working days and give you an indication of how it will be dealt with.  If you remain unhappy or wish to make a formal complaint, please contact the Chair of the Research Ethics Committee at the University of Oxford who will seek to resolve the matter as soon as possible. You can contact them at Chair, Social Sciences & Humanities Inter-Divisional Research Ethics Committee; Email: ethics@socsci.ox.ac.uk: Address: Research Services, University of Oxford, Wellington Square, Oxford OX1 2JD. 

  1. Data Protection

Further information about your rights with your personal data is available from https://compliance.web.ox.ac.uk/individual-rights.  

  1. Further Information and Contact Details

If you would like to discuss the research with someone beforehand (or if you have questions afterwards), please contact:

Joseph Patrick McAulay

Centre for Socio-Legal Studies

Manor Road Building

Manor Road

Oxford

OX1 3UQ

University email: joseph.mcaulay@csls.ox.ac.uk

Thank you for taking the time to read this information sheet and for considering participating in this study.

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