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Year 3: Block 1: Medical Ethics > Complaints > Flashcards

Complaints Flashcards

You may prefer our related Brainscape-certified flashcards:
USMLE® Step 1 flashcards
1
Q

What is a complaint?

A

expression of dissatisfaction about our action, or lack of action or about the standard of service provided by us or on our behalf

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2
Q

Who may complain? (7)

A 
Patients
Colleagues
Employers
Health Boards / Heath Trusts
The GMC
The Police
The Courts
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3
Q

What do people complain about?

A 
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
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4
Q

What can patients complain about? (4)

A

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

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5
Q

How can you complain? (4)

A

talk to them
senior member
feedback complaints officer
In writing

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6
Q

What do you include in a complaint?

A

what happened, where was it, name and address, what happened (in detail) , how you want it resolved

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7
Q

When are you meant to complain (timescale)

A

6 months 0or 6 months of becoming aware

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8
Q

Complaint handling times

A

5 days - frontline resolution
investigation - 20 days
Independent review - ombudsmen

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9
Q

Dealing with complaints (6)

A

Can be significantly stressful
Seek support of supervisors and colleagues
Should be disclosed to supervisors anyway
GP
BMA Counselling service
Student support etc

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10
Q

How do you protect yourself from complaints?

A

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

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11
Q

Complaints go through?

A

The NHS complaints procedure

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12
Q

What act sets out how complaints are handled

A

The patient rights act 2011

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13
Q

Patients have the right to? (4)

A
  • 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
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14
Q

If a complaint is following a formal procedure, you must acknowledge withing?

A

3 days

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15
Q

Main regulator

A

Good medical practice -GMC

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16
Q

What does good medical practice state (9)

A
  • 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
17
Q

What if you are the person the patient complains to? (8)

A 
Take seriously
apologise 
explain to patient what has happened and why
keep a record
Direct to the complaints procedure
inform seniors
inform uni
reflections
18
Q

What Might the Outcome of a Complaint Be? (10)

A 
Sleepless nights
Anxiety
Dissatisfied patients
Litigation
Loss of reputation
Discipline
Loss of job
Fitness to practise at the GMC
Restrictions on licence
Erasure
19
Q

If you are subject to a complaint

A 
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
20
Q

What is the Duty of Candour

A

I understand and will uphold that all those caring for and treating patients are bound by a Duty of Candour”

21
Q

What is the Duty of Candour

A

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

22
Q

Some conclusions of complaints

A

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’

Year 3: Block 1: Medical Ethics (12 decks)

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