Complaints and contact

Question 1

If a complaint is received, who should be notified?

Answer 1

The authority for addressing complaints lies with the Head of Department and therefore wherever possible, all complaints must be referred in the first instance to the Head of Department. In the absence of the Head of Department, the responsibility passes to the most senior member of staff available.

Question 2

What measures should be undertaken to try and resolve a complaint?

Answer 2

Staff should aim to resolve the complaint informally wherever possible:

• Listen to the complainant and acknowledge their complaint;
• Express regret for any inconvenience caused;
• Clarify the details of the complaint;
• Offer an explanation if appropriate;
• Thank the complainant for raising the complaint and refer him/her to the Trust complaints procedure.

All complaints are recorded as an incident on the QMS

Question 3

What should be included in the incident report?

Answer 3

• The nature of the complaint;
• Result of investigations of the complaint;
• Corrective or preventative action taken;
• Person discharging the complaint.

Question 4

The length of time to respond to a complaint depends on what?

Answer 4

Severity and involvement.

I.e. increased as severity increases and the number of directorates involved increase

Question 5

What should happen if a complaint cannot be resolved informally?

Answer 5

If a complaint cannot be settled informally with the Department, it should be explained to the complainant that they may make a formal complaint, in accordance with Trust Complaints Policy and Procedure.

Question 6

How should you respond to a phone call from a patient?

Answer 6

1) Introduce yourself and state the department they have called.
2) Listen and apologize for the problem (if there is an issue)
3) Ask for their Name and DOB (confirm you have heard it correctly)
4) Apologize that no one more senior is available who can respond, if necessary emphasize that you are not qualified to respond.
5) Try to deliver a solution/information as best you can, alert senior staff and ask them to follow up with the patient.
6) Take their names and contact details.
7) Inform the caller of your department’s/trust’s complaints procedure.