Complaints

Question 1

What does the patients’ rights act say patients have a right to?

Answer 1

Have any complaint dealt with efficiently and have it properly investigated
Know the outcome of the investigation into the complaint
Take their complaint to the independent Health Service Ombudsman if they aren’t satisfied
Make a claim for judicial review
Compensation where they have been harmed by negligent treatment

Question 2

What does the NHS commit to in relation to the Patients’ rights act?

Answer 2

Treat patients with courtesy, to give appropriate support through the handling of the complaint and to not adversely affect the future of the patient
Acknowledge complaints, apologise, explain what went wrong and put things right quickly and effectively
Making the practitioner learn from the complaint and use them to improve practice

Question 3

How is an informal complaint dealt with?

Answer 3

5 day post complaint period in which complaint can be dealt with informally with complainer’s acceptance

Question 4

What is the procedure of a formal complaint?

Answer 4

Acknowledge within 3 working days
Investigate and give full response in 20 days
If you cannot respond in 20 days, you must tell them why and when you will respond
If patient still dissatisfied, contact public service ombudsman within 28 days via phone or free post

Question 5

What must doctors be competent in in order to practice safely?

Answer 5

Establish and maintain effective relationships
Respect patients autonomy
Act appropriately if they or a colleague falls ill

Question 6

What is the threshold for student fitness to practice?

Answer 6

Behaviour or health impacts patient, or public safety, or public’s trust in medical profession

Question 7

What are the good medical practice guidelines?

Answer 7

Contribute to and comply with systems to protect patients
Respond to risks to safety
Recognised risks posed by health
Establish and maintain partnerships with patients
Treat colleagues and patients fairly and without discrimination
Be open in legal and disciplinary proceedings
Be honest in financial dealings

Question 8

What is the duty of candour?

Answer 8

Must be open and honest with patient’s when something goes wrong which causes or has potential to cause harm or distress

Question 9

What are the possible negative outcomes of complaints?

Answer 9

Anxiety
Dissatisfied patients
Litigation
Loss of reputation
Discipline
Loss of job
Fitness to practice hearing
Restrictions on licence 
Erasure