Complaints Flashcards
What is the definition of a complaint?
A complaint is an expression of dissatisfaction that requires a response
How do you protect yourself from complaints?
Join a defence organisation
Be aware of and follow the GMC’s “Good Medical Practice”
Put patients first and always try to act in their best interests
Do not be judgemental
Do not break the law
Do not be afraid to refer or get a second opinion
Ways to deal with complaints
Seek support of supervisors and colleagues
Should be disclosed to supervisors anyway
GP
BMA counselling service
Student support etc
Patients rights under the newish NHS legislation
Patients have the right:
- To have any complaint made about the 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 unlaw full act or decision of an NHS body or individual
What might the outcome of a complaint be?
Sleepness nights
Anxiety
Dissatisfied patients
Litigation
Loss of reputation
Discipline
Loss of Job
Fitness to practice at the GMC
Restrictions on license
What do you have to do when receiving a complaint?
Acknowledge it within 3 days
There are 5 days where it can be dealt with informally if the complainer agrees
You must give a full response within 20 days, if not they can then go to the Public Services Ombudsman (PSO) to further the complaint
Define the duty of candour
Must be Open and Honest with patients when something goes wrong leading to (or potentially leading to) harm or distress
Even if the patient isn’t aware or hasn’t complained
Who deals with complaints?
A complaints officer
