Complaints Flashcards
Who complains?
- Patients
- Colleagues
- Employers
- Health boards/trusts
- The GMC
- Police
- Courts
Why do people complain?
- Poor treatment
- Poor performance
- Rudeness
- Not listening
- Failure to comply with job plans
- Health problems
- Fraud
- Criminal offences
How do you protect yourself from complaints?
- Defence organisations
- Follow GMC’s advice, “Good Medical Practice”
- Beware of local complaint procedures
- Put patients first and always try to act inter interests
- Do not be judgemental
- Do not be afraid to refer
- Clinical audits
- Peer review
- Act responsibly
- Do not break the law
When was the NHS Scotland complaint procedure last reviewed?
1st April 2017
How long does a complaints officer have to deal with a complaint informally?
5 working days - the complainer must be informed of this and documentation is very important
How long does a complaints officer have to deal with a complaint formally?
3 working days
What must a complaints officer comply with?
The Patients Rights Act
How long does a complaints officer have to respond to a patient?
20 days unless impossible in which case the patient should be informed of the delay
If a patient is dissatisfied with the outcome of a complaint procedure what can they do?
Respond again, they can contact the NHS Ombudsman within 28 days if still dissatisfied
What are a patients right during a complaint?
- Dealt with efficiently and investigated properly
- To know the outcome
- To take the complaint to the independent Heath Service Ombudsman if they are not satisfied with the way their complain has been dealt with by the NHS
- The right to make a claim
- Compensation
- An apology
What does Good Medical Practice state?
- Contribute to and comply with systems in place to protect patients
- Respond to risks to safety
- Risks posed by your health
- Establish and maintain partnerships with patients
- Treat patients and colleagues fairly and without discrimination
- Openness and legal or disciplinary proceedings
- Honesty in financial proceedings
- Raising and acting on concerns about patient safety
Duty of candour?
This means that you must be open and honest with patients when something goes wrong with a patient’s treatment or care which causes, or has the potential to cause, harm or distress.
If you are unsure of the consequences immediately seek the advice of an appropriate senior colleague to peer review your view and subsequently tell the patient (or the patient’s advocate, carer or family) when something has gone wrong even if the patient is not aware or has not complained.
What are the outcomes of complaints?
- Dissatisfied patients
- Litigation
- Loss of reputation
- Discipline
- Loss of job
- Fitness to practice at the GMC
- Restrictions on licence
- Erasure
