complaints handling Flashcards
What is the best practice for complaints handling GDC?
1. All feedback important
2. Make it easy to raise concern
3. Follow complaints procedure, keep you informed
4. Try to answer all Qs and concerns
5. Positive experience of making complaint
6. Feedback helps improve service
What is principle 5 of GDC standards (out of 9)?
Have a clear and effective complaints procedure
What is a complaint?
An expression of dissatisfaction requiring a response
How is a complaint dealed w?
Minor- apology/explanation
More serious- compensation/corrective tx/remedial training
Most serious- GDC admonishment/erasure from register
What can a complaint be about?
1. Not right tx
2. Failed/poor tx
3. Building and environment
4. Lack of informed consent
5. Procedural matters
6. Staff team members
What is local resolution?
Within dental practice
Own written and displayed complaints procedure
Complaints manager in practice (senior dentist/practice owner or practice manager + back up)
Deal with ASAP
Verbal- on day
Written- timely, acknowledge in 2 days and resolve in 10
What are the aims of local resolution?
Avoid escalation to formal complaint or external body
DOCUMENT everything and keep separate to clinical notes
1. Write down context of telephone conversations
2. Keep copies of letters and emails
3. Send letters recorded- proof of delivery
What should a response include?
1. Thank them for bringing it to your attention
2. Summary of findings of investigation- complete honesty
3. Actions offered to resolve
4. If running out of time, give new deadline, keep them in the loop
What is the NHS complaints procedure?
Made by pt or someone acting on behalf w consent
Should be made within 12 months of event or 12 of becoming aware of problem
Verbal/writing (inc email)
What is the procedure for a private practice?
GDC funds dental complaints service
You pay for this
Can’t look at NHS complaints or staff matters
Free of charge to pt, impartial, independent
Both parties invited to panel (2 members of public and 1 dental professional)
Denplan- own procedure
How should you use communication skills to manage this?
Non verbal- friendly, open body language, confident, not arrogant, reassure you’re listening
Listening- react to words, forgive and ignore rude mannerisms, stay calm, take notes, remove barriers to communication, ask for clarification, check and get back to them if needed
Verbal- tone, clear, avoid jargon, avoid dismissive statements, don’t imply that you don’t believe them, be honest
Say you’re sorry
Explain that it doesn’t always go to plan and OFFER REFUND (saves stress and costs less than escalated complaint)
What is professional indemnity?
Insurance policy
Expensive
Costs more if you carry out procedures w more risk
Tax deductible professional fee
What are further pt resources?
PATIENT SERVICES TEAM- hospital based, NHS complaints, initial response, pass on to relevant departments, local resolution
INDEPENDENT COMPLAINTS ADVOCACY SERVICE- free to pt, separate to NHS but knowledgeable, help w complaint but don’t investigate it, local resolve
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN- if pt unhappy w local resolution of NHS complaint, free, independent of NHS
SOLICITORS- if pt wants compensation, NHS or private, no win no fee, contact your indemnity
How does the GDC manage the complaint?
STAGE 1- CONSIDER COMPLAINT (was harm done? Was it serious? GDC appropriate? Further info? Local resolution? 1/3 rejected)
STAGE 2- CASE WORKER (proceed/reject? True? Require investigation? If no- why? If yes- stage 3 within 4 months for decision in 6 months, 1/3 rejected)
STAGE 3- CASE EXAMINERS (works w GDC for expert clinical review, can refer NHS cases to PPA for opinion, reject or proceed to IOC, 14% of original cases move on)
STAGE 4- ONE OF THE PRACTICE COMMITTEES (enquiry held in public, can suspend/impose conditions on GDP to protect public, PPC, PCC, HC)
How can you avoid complaints?
Very good notes (legible)
Chaperone
Follow guidelines and procedures
Build rapport
Apologise and admit- duty of candour
It is okay to say no
