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Complaints handling > Complaints handling > Flashcards

Complaints handling Flashcards

1
Q

What is a complaint?

A

any expression of dissatisfaction by patient (or their representative) about a dental service or treatment

  • whether justified or not
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2
Q

4 criteria for clinical negligence

A
  1. the defendant dental professional owed them a duty of care
  2. there was a breach of duty
  3. The breach of duty caused harm
  4. avoidable harm resulted
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3
Q

4 ways to put patients interests first

A

1.Communicate effectively

2.Recognise patients rights and responsibilities

3.Give patients all the necessary information and make sure they understand it

4.Give clear information on costs

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4
Q

NHS model for complaints handling (brief)

A
  • frontline resolution
  • investigation
  • independent external review
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5
Q

What issues are addressed at frontline resolution? what timeframe?

A
  • straight forward, easily resolved issues
  • requiring little or no explanation
  • dealt with in 5 working days or less
  • addressed by any member of staff
  • record complaint details, action taken and outcome
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6
Q

what issues are addressed at the investigation stage?

A
  • issues not resolved at the frontline (patient still dissatisfied and requests investigation)
  • complex, serious or high risk issues
  • response in <=20 working days after investigating points raised
  • responses signed off by senior management
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7
Q

what issues are addressed at independent external review?

A
  • issues not resolved by service provider
  • complaint progresses to SPSO or other governing body
  • SPSO assesses evidence of service failure or maladministration not identified by service provider
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8
Q

what type of resolution is always considered?

A

Frontline resolution always considered first

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9
Q

what is SPSO

A

Scottish Public Services Ombudsman

  • in charge of complaints regarding public services in Scotland
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10
Q

Frontline resolution 4 questions to consider

A
  1. what exactly is the complaint
  2. what does the complainant want to achieve (defo bare P’s)
  3. Can I achieve this, or explain why not
  4. if I cannot resolve this, who can help?

aim to prevent escalation to investigation if possible

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11
Q

what are SPSO high risk/high profile complaints?

A

complaints that involve:

  • death or a terminal illness
  • serious service failure e.g. major delays or repeated failure to provide a service
  • significant and ongoing press interest
  • serious threat to an organisation’s operations
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12
Q

when is a post-investigation review necessary?

when can they request such a review?

A
  • if a complainant or service provider disagrees with the outcome of a decision
  • 10 working days to request a post investigation review
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13
Q

What is the DCS and what does it do?

A
  • Dental complaints service
  • handles complaints about private treatment
  • assists with apologies, refunds, remedial treatment from the dental professional
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14
Q

DCS cannot help with?

A
  • private complaint pt has been aware of for over 12 months
  • complaints that have not been raised 12 months within treatment failing
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15
Q

What is HIS and what does it do?

A
  • health improvement Scotland
  • governs independent/private health clinics in Scotland (including dental practices)
  • follows CHP except timeframe is 6 months for NHS patients to raise complaint
  • can receive anonymous complaints
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16
Q

A complaint may relate to…?

A
  • the quality of care and treatment experienced by a service user
  • actions a service/provider took that the service user deemed inadequate
  • a service/provider’s failure to take action when necessary
17
Q

what 6 complaints may Health Improvement Scotland (HIS) investigate?

A
  • the quality of care and/or treatment experienced
  • care environment or equipment issues
  • poor treatment by a member of staff
  • operational and procedural issues
  • service/provider’s failure to follow the appropriate process
  • lack of information provision by the service/provider.
18
Q

what steps involved in HIS complaints handling procedure?

A
  1. receiving and assessing the complaint
    (will respond in 5 working days)
  2. planning for investigation
  3. the investigation
    (will respond in 20 working days)
  4. decision making and reporting
  5. follow up
    (16 weeks after outcome report)
  6. appeals and grievances
    (10 days to request post investigation review)

Complaints handling (1 decks)

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