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Healthcare, Law and Professionalism module 7 > Complaints > Flashcards

Complaints Flashcards

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1
Q

complaints management

A

stage 1: local level
stage 2: Ack 3 days
patients given details
NHS boards
Display PASS and SPSP
mandatory reporting

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2
Q

how to respong to a complaint

A

explanation
apology
whether complaint is full or in part upheld
conclusios
confirmation of trust/board
lessons leanred
info and contact details of the PHSO/SPSO as the next stage of NHS complaints process

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3
Q

options for escalation

A

PHSO/ SPSO
claims for compensation
NES
GDC

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Healthcare, Law and Professionalism module 7 (8 decks)

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