Complaint Handling

Question 1

What is a complaint?

Answer 1

An expression of dissatisfaction requiring response

Question 2

What GDC principle is related to complaint?

Answer 2

Principle 5 - Have clear and effective complaint procedure

• Make sure effective complaint procedure
• Respect pt right to complaint
• Give prompt and constructive response

Question 3

What is NHS complaint procedure?

Answer 3

Complaint can be made by pt or someone acting on behalf w/ consent
Should be made within 12months - or within 12 months of become aware (up to 6 years)
Can be verbal or in writing

Question 4

What is local resolution?

Answer 4

IDEAL - take place within practice
Avoid escalation - offer options
Practice need written complaint procedure - need complaint manager and back-up

Question 5

When should complaint be dealt with?

Answer 5

Verbal - on day if poss/ acknowledge 24 hrs

Written - timely (CCDH 2 days acknowledge)

Question 6

How to respond to complaints?

Answer 6

Recognise
Show empathy
Action the complaint
Be honest about findings
Don't get defensive
Say sorry
If you are named- contact dental defence

Question 7

What respond to complaint should include?

Answer 7

Summary investigation findings
Actions taken to resolve problem
If investigation can’t be completed in time scale - contact to renogotiate deadline

Question 8

What personal skills should you consider?

Answer 8

Non verbal skills: be friendly, body language
Listening skill
Verbal skills

Question 9

What is patient service teams?

Answer 9

Found in hospital
Give info about NHS complaint procedure
Respond to complainant and pass concern to department
Deal questions, simple complaints and low risk concerns

Question 10

What is independent complaint advocacy service - ICAS?

Answer 10

Free, impartial and independent
Separate from NHS - knowledgable about process
Assist people - don’t investigate

Question 11

What is parliamentary and health service ombudsman’s?

Answer 11

Contacted in complainant unhappy with outcome

Independent nHS

Question 12

How does GDC help complaint?

Answer 12

Designed to protect pt and be fair to all parties

Try push for local resolution

Question 13

What are 4 stages of GDC complain handling?

Answer 13

1. Consider complaint
2. Case worker
3. Case examiner
4. Practice committee

Question 14

What is NCAS?

Answer 14

National clinical assessment service

GDC refer cases for independent view of complaint
Panel of experts decide is case should be referred to committee or close case

Question 15

What can practice committee do?

Answer 15

Consider: no further action, suspend or impose conditions on professional

Strike from register

Question 16

When are professional conduct, health and professiona performance committee used?

Answer 16

Professional conduct - question of fitness to practice
Health committee - fitness to practice affected physical/mental state
Professional performance - performance falls below acceptable standard

Question 17

What service can private practices use if complaint?

Answer 17

Dental complaint service
Recommend no further action, refund, apologies, remedial tx
If can’t be resolved directed to court

Question 18

How to avoid complaint?

Answer 18

Notes comprehensive and legible
Have chaperone
Follow guidance and protocol
Communicate to pt