complaints handeling

Question 1

GCD complaints handelling best practise

Answer 1

1) all feedback is important to use
2) it should be easy to raise a concern or complaint, if you need to
3) we follow a complaints procedure and keep you informed
4) we will try to answer your questions and any concerns you raise
5) we want you to have a positive experience of making a complaint
6) the feedback helps us to improve our service

Question 2

complaint definition

Answer 2

• expression of dissatisfaction requiring a response

Question 3

GDC principle 5

Answer 3

5. 1 Make sure that there is an effective complaints procedure readily available for patients to use and follow that procedure at all times.
   - 5.2 Respect a patient’s right to complain.
   - 5.3 Give patients who complain a prompt and constructive response

Question 4

local resolution aims

Answer 4

avoid escalation of a formal complaint to external body
document everything
verbal w/i 24 hrs
written w/i 2days

Question 5

local resolution repsonce should include-

Answer 5

Summary of findings of your investigation – BE HONEST!

• Actions offered or taken to resolve the problem, e.g. staff training/ audit/ apology/ refund/ replacement
• If the investigation can’t be completed in the stated policy timeframe then the complainant must be contacted to advise of any new deadline

Question 6

what does the GDC fund for private practise complains

Answer 6

dental complaints service

Question 7

professional indemnity

Answer 7

mutual society or insurace policy

higher cost with greater risks

Question 8

ICAS

Answer 8

free to pt
NHS complaint procedures
assist pts with complaint but do not investigate

Question 9

Parliamentary and health service ombudsman

Answer 9

if previous local measures cannot solve complains

indepandant from NHS, set up by parliament

Question 10

solicitors

Answer 10

used if complainant seeks financial compensatio

settelments made by professional indemnity organisations

Question 11

GDC protect pt and regulate dental team

Answer 11

1) consider complaint
2) case worker
3) case examiners
4) one of the practice committees, considering of
- professional conduct committee
- health committee
- professional performance committee

Question 12

what can happen at practise committe stage 4 GDC

Answer 12

I) Professional conduct committee - PCC
• Investigates cases where personal conduct is brought into question, e.g. criminal offences
• Question of impairment of fitness to practice
(ii) Health Committee - HC
• Considers cases where fitness to practice is affected by a physical or mental condition
• Hearings can be held in private if necessary