Complaints Flashcards
What is a complaint?
expression of dissatisfaction about our action, or lack of action or about the standard of service provided by us or on our behalf
Who may complain? (7)
Patients Colleagues Employers Health Boards / Heath Trusts The GMC The Police The Courts
What do people complain about?
Everything that you can think of Alleged poor treatment Alleged poor performance Rudeness Not listening Failure to comply with job plans Health Problems Fraud Criminal Offences
What can patients complain about? (4)
Any NHS staff member
care or treatment you had/ are having in the NHS
place you were seen/treated
how NHS services are organised in your area
How can you complain? (4)
talk to them
senior member
feedback complaints officer
In writing
What do you include in a complaint?
what happened, where was it, name and address, what happened (in detail) , how you want it resolved
When are you meant to complain (timescale)
6 months 0or 6 months of becoming aware
Complaint handling times
5 days - frontline resolution
investigation - 20 days
Independent review - ombudsmen
Dealing with complaints (6)
Can be significantly stressful
Seek support of supervisors and colleagues
Should be disclosed to supervisors anyway
GP
BMA Counselling service
Student support etc
How do you protect yourself from complaints?
Join a Defence Organisation
Be aware of and follow the GMC’s Advice, “Good Medical Practice”
Be aware of the local complaints procedure / deal with complaints expeditiously
Put patients first and always try to act in their best interests
Do not be judgmental
Do not be afraid to refer or get a second opinion
Clinical Audit
Peer Review
Act responsibly
Do not break the law
Complaints go through?
The NHS complaints procedure
What act sets out how complaints are handled
The patient rights act 2011
Patients have the right to? (4)
- Any complaint made about NHS services dealt with efficiently and to have it properly investigated
- To know the outcome of any investigation into their complaint.
- To take their complaint to the independent Health Service Ombudsman if they are not satisfied with the way their complaint has been dealt with by the NHS
- To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body or individual
If a complaint is following a formal procedure, you must acknowledge withing?
3 days
Main regulator
Good medical practice -GMC
What does good medical practice state (9)
- Contribute to and comply with systems to protect patients
- Respond to risks to safety
- Risks posed by your health
- Establish and maintain partnerships with patients
- Establish and maintain partnerships with patients
- Treat patients and colleagues fairly and without discrimination
- Treat patients and colleagues fairly and without discrimination
- Openness and legal or disciplinary proceedings
- Honesty in financial dealings
What if you are the person the patient complains to? (8)
Take seriously apologise explain to patient what has happened and why keep a record Direct to the complaints procedure inform seniors inform uni reflections
What Might the Outcome of a Complaint Be? (10)
Sleepless nights Anxiety Dissatisfied patients Litigation Loss of reputation Discipline Loss of job Fitness to practise at the GMC Restrictions on licence Erasure
If you are subject to a complaint
get support from colleagues and friends pay attention to your own health or stress support from MDU Support from BMA, or UNI support occy health, your own GP
What is the Duty of Candour
I understand and will uphold that all those caring for and treating patients are bound by a Duty of Candour”
What is the Duty of Candour
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.
- unsure = seek advice from seniors to peer your view
Some conclusions of complaints
Have a written complaints procedure and train all staff how to administer it and to follow it
Have preventive mechanisms in place
Guidelines
Protocols
Read and follow the GMC’s ‘Good Medical Practice’
