COMPLAINTS

whose responsibility is it to manage complaints

the team

do most complaints involve negligence on part of the practitioner

what can complaints relate to

• staff attitude

• communication

• lack of understanding

• waiting times

• the treatment itself

which GDC standard is directed at complaints

PRINCIPLE 5

how can complaints be avoided

• be a good communicator

  • listen, spend time with patient, respect privacy and dignity, be polite and not over-familiar

• manage expectations - do not offer more than you can deliver

• find out patient’s priorities and concerns

• give options and likely outcomes

• work with your team - all staff contribute to rapport

  • avoid delays

  • maintain cleanliness

  • develop a reserve of good will between yourself and the patient

what should thinking time be proportional to

thinking time ∝ risk

outline what a reserve of good will is

• if after each visit a patient is satisfied with your service they will naturally build up a reserve of goodwill

• so if something goes wrong they are less likely to make a complaint against you

• however if a patient is never satisfied and something then goes wrong, they are very likely to make a complaint

managing complaints: authorities in ascending order

• voicing a concern (LISTEN)

• in-house complaint to practice or ward

• NHS or DCS processes

• Parliamentary & Health Service Ombudsman

• GDC investigation

• civil or criminal lawsuit

outline the Parliamentary & Health Service Ombudsman

• independent body (via NHS organisation first)

• after internal complaints have been exhausted

• complaint must be made within 1 year of being aware of problem

• will not investigate complaint if there is a legal route available

managing complaints: difficult situations

• set clear boundaries for acceptable behaviour

• provide accurate information which is understood

• seek help from relevant colleagues

• be realistic in what can be achieved

managing complaints: difficult situations in CCDH clinic

• if you feel a patient will escalate a concern/ their behaviour has been unacceptable you can fill in an ‘on the spot complaint form’

• send to Tracey Plant/ hand to senior nurse

NHS Trust Complaints Policy 1

what does a ‘thorough investigation’ involve

• reading patient notes

• talking to everyone involved in treatment

• getting statements

• drafted response will be shared to everyone involved

NHS Trust Complaints Policy 2

managing complaints: in-house/ local resolution

• local resolution is the most effective method of addressing complaints as they arise

• it is best practice to respond to complaints as promptly as possible

• offer some options to resolve

• may avoid escalation to formal complaint

RECORD IN PATIENT NOTES AND ACKNOWLEDGE

outline PALS

PALS = patient advice liaison

• at CCDH PALS is ‘patient services team’

outline the Patient Services Team

• they provide on the spot help and resolutions to patients with concerns

• they also receive praise

• liaise with NHS team with the aim of resolving concerns

• help public if they wish to make a formal complaint to the ‘commissioner’

• keeps records separate from clinical notes

• records all communications fully

• shares lessons with the team

• involves patient

are patient complaints kept with their (medical) notes

no

outline the procedures during an investigation

• identify issues/ concerns within the complaint

• contact all staff involved, asking for statements where necessary

• review the clinical notes where necessary

• provide a response to the complaints coordinator

• a meeting may be offered to the complainant

outline who is involved in the formal complaints process and their roles

how to respond to a complaint

Recognition - accept and find out

Empathy - active listening

Action - be active and explain timecourse

Compensation - not just money

Honesty - belief of honesty leads to acceptance

learning from complaints

how should staff be supported during complaints

• know to to escalate complaint to

• know how to talk to patients

• know what they can do better in the future

summary