Complaints

Question 1

What can you do

Answer 1

CLEAR
connect
listen
empathise
ask
review and check

Question 2

how to avoid complaints

Answer 2

professionalism
effective communication
compassionate care
managing expectations

Question 3

responding to a complaint

Answer 3

follow NHS Scotland complaints handling procedure
stage 1 - local level early resolution within 5 working days
stage 2 - investigations acknowledge within 3 days and completed in 20 days
patients given details to PASS and SPSO
NHS board should have a complaints and feedback officer
display prominently including details of PASS and SPSO
mandatory reporting

Question 4

What is PASS

Answer 4

patient advice and support service

Question 5

What is SPSO

Answer 5

scottish public service ombudsman

Question 6

what will a response include

Answer 6

-an explanation of how the complaint has been considered
- an apology
- an explanation based on facts
- whether the complaint in full or in part is upheld
- conclusions including remedial action that the organisation considers appropriate
-confirmation that the boats is satisfied
-response about lessons learnt
-information and contact details of the PHSO/ SPSO as the next stage of the NHS complaints procedure