Complaints Flashcards
What will make patients more likely to complain
failure to listen
* appear too busy
* appear unwilling to listen
* interrupt them
* appear to be dismissive
* appear to be disinterested in them
What can give a patient a perception that you are disinterest and lack empathy
- running late
- frequent interruptions
- little or no small talk
- dont make time to invite and answer questions
How should you address unrealistic expectations
- effective listening to identify the unrealistic expectations
- respectfully correct unrealistic expectation
- be concerned around patients who resist correction
- note down discussion
What acronymn can you follow to maintain effective communication
connect
listen
emphathise
ask
review
Which GDC standard addresses complaints
standard 5
What is stage 1 of the complaints procedure in scotland
- local level
- considered early resolution
- resolved within 5 working days
What is stage 2 of complaint management
investigation
acknowledge the complaint within 3 days
should be fulfilled within 20 working days
What organisation should patients be given when complaining
- PASS = patient advice and support service
- SPSO = scottish public service ombudsman
What should your complaint response consist of
- explanation of how the complaint has been considered
- apology if appropriate
- explanation based on facts
- whether complaint is upheld
- the conclusions reached by remdial action
- confirmation that the trust/board/organisation is satisfied with action
- respond about lessions leraned
- information for the ombudsman
What are the options for complaint escalation
- ombudsman
- compensation claim
- disciplinary procedures with employer
- GDC
- dental complaints service
What laws relate apply to complaints in Scotland
Patient rights (scotland) act 2011
Patient rights (complaints procedure and consequential provisions) 2012
scottish apology act (2016)
