Block 20

Question 1

In the first instance before making a complaint, what can someone do?

Answer 1

• Speak directly to staff at the place where care was received or accessed
• Speak to PALS who can resolve issues informally with the hospital
• Independent NHS Complaints Advocacy Service can help by attending meetings with you and review information

Question 2

• What is the timeline as to which a patient can make a complaint by?

Answer 2

• Usually within 12 months of the incident or the matter coming to your attention
• Can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation

Question 3

• How should a complaint be communicated?

Answer 3

• Can be verbal → If verbal, a record will be documented a copy sent to you
• Can be written or can be electronic, i.e. by email

Question 4

• If a complaint is made on behalf of someone else, how should it be done? Is it always required?

Answer 4

• Include their consent in the letter, if the complaint is made in writing
• Not always required → a deceased person, someone who lacks capacity to make own decisions, a non-Gillick competent child

Question 5

• Who do you make a general formal complaint to?

Answer 5

• Can complain the NHS provider directly (GP, dentist, hospital) OR to the commissioner of that service (not both)
• Commissioner of Primary Care Services (GP, dentist, optometrist, pharmacist) → NHS England
• Commissioner of Secondary Care Services (hospitals, MH service, out-of-hours, NHS 111) → Local CCG

Question 6

• Who do you make a complaint to regarding use of the Mental Health Act?

Answer 6

• Care Quality Commission (CQC)

Question 7

• If you are unhappy about a complaint outcome, what can you do?

Answer 7

• Primary and Secondary care → Parliamentary and Health Service Ombudsman
• Social care → Local Government and Social Care Ombudsman

Question 8

• What are the most common complaints?

Answer 8

1. Aspects of clinical treatment
2. Attitude of staff
3. Delayed or cancelled appointments
4. Communication of information to patients

Question 9

• What are pitfalls in the way complaints are handled?

Answer 9

• Failure to acknowledge a complaint is valid
• Failure to apologise, even when shortcomings are identified
• Responses which do not contain steps taken to prevent a recurrence
• Responses which contain medical jargon, difficult to understand
• Failure to involve the staff directly concerned in the complaint