Ethical Stance, Legal Responsibilities, and Complaints Handling

These flashcards cover key concepts related to ethical stances, legal responsibilities, and complaints handling within the healthcare context.

What is the limitation period for making complaints according to NHS Complaints Regulations 2012?

12 months from the incident or from when the patient became aware of the incident.

Who can make complaints on behalf of a patient?

A parent, person with power of attorney, a third party with consent, a Member of Parliament, someone who is incapacitated, or after the patient's death.

What are the principles of good complaints handling according to the Health Service Ombudsman?

Transparency, responsiveness, acknowledgment, and resolution.

What does the term 'duty of candour' refer to in health services?

The obligation to be open and honest with patients when something goes wrong that could have harmed or appeared to have harmed the patient.

What is the significance of the Montgomery ruling in healthcare consent?

Patients must be provided with all information that a reasonable patient would want to know, not just what the doctor thinks is important.

What constitutes a 'never event' in a healthcare context?

Serious, preventable patient safety incidents that should not occur if healthcare providers follow existing guidance.

What steps should be taken if a patient complains?

Acknowledge the complaint, log it, inform appropriate team members, investigate, provide a response within a specific timeframe, and offer remedies if necessary.

What are the GDC standards for handling complaints in dental practices?

Nominate a responsible individual, display the complaints process, log complaints within two days, investigate thoroughly within ten days, and resolve issues promptly.

What does 'Whistleblowing' mean in a healthcare context?

Raising concerns about wrongdoing or risks to health and safety within healthcare organizations.

What should a clinician do if a child refuses treatment but the parent insists on it?

Explore the reasons behind the refusal, encourage involvement of the parent, and if necessary, seek legal advice.

What is the role of the Patient Advice Liaison Service (PALS)?

To resolve concerns before they escalate into formal complaints and act as a bridge between patients and the NHS.

What is the purpose of the Independent Complaints Advocacy Service (ICAS)?

To provide free, independent, and confidential support to individuals wishing to complain about NHS services.

How are serious incidents (SUIs) managed in healthcare?

By reporting through a Datix system, investigating thoroughly, ensuring timely responses, and sharing learning outcomes.

What are the six principles of safeguarding adults according to the Care Act 2014?

Empowerment, prevention, proportionality, protection, partnership, and accountability.

What is the role of safeguarding children within health services?

To identify and protect children at risk or those who have suffered harm, ensuring safety and welfare.

How long should complaints files be kept in healthcare settings?

For a minimum of 10 years.

What actions are to be taken if a patient complaint is about a fitness to practice allegation?

Refer the matter to the GDC's Investigating Committee, undertake a comprehensive investigation, and follow through according to the established complaints and investigation procedures.

In cases of vexatious complaints, what steps should be taken by the healthcare provider?

Establish the details of the complaint, record and document all interactions, and, if necessary, enforce policies about acceptable behaviors.