Complaints Flashcards

1
Q

What are the time limits to when you can complain?

A

You’re supposed to complain within 6 months of the incident or within 6 months of becoming aware of the issue but that should be within 12 months of the incident (special case may be able to extend this)

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2
Q

What are the 3 parts to the NHS complaints handling procedure? (internal complaints procedure in each hospital overseen by an Ombudsman)

A

Frontline resolution - 5 days - complaint can be dealt with informally

Investigation - 20 days

Independent external review - ombudsman - for issues that have not been resolved

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3
Q

What are some common reasons for complaints within the NHS? (4)

A

Staff
Waiting times
Treatment
Environment/Domestic

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4
Q

Which legislation sets out how complaints need to be handled in Scotland?

A

Patients Rights Act 2011

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5
Q

Key point of the Patients Rights Act

A

It is the right of every patient to give feedback or comments, or raise concerns or complaints about health care received

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6
Q

What should you do if a patient complains to you directly?

A

Take the issue seriously and apologise where necessary.

Explain to the patient what has happened and why

If you are going to try and sort something out, tell the patient what you are doing, when it will be done and when it is done

Keep a record of this

Direct to the complaints procedure

Inform seniors / university

Reflect

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7
Q

How can you protect yourself against complaints?

A

Join a defence organisation

Be aware of and follow the GMC’s advice and local complaint procedures

Put patients first and always try to act in their best interests

Do not be judgemental

Do not be afraid to refer to get a second opinion

Clinical Audit

Peer review

Act responsibly / don’t break the law

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8
Q

Look

A

Once a patients decides that they are going to sue for damages etc the complaints procedure comes to an end.

However, solicitors can sometimes use the complaints procedure to gain information about the issue.

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