Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

SCR > Complaints Handling? > Flashcards

Complaints Handling? Flashcards

1
Q

Importance of communication with pt during appts?

A
  • understand patients RFA
  • identify medical history
  • gain informed consent
  • provide appropriate advice
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

How manage your risk of getting a complaint?

A

Work in practice you like

Build rapport with
- reception
- labs

Have an open door policy

Preparation
- leaflets
- recommended websites

Be realistic with time

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Ways service can fail the pt?

A

Appts
- incorrect, running late, wrong dentist

Treatment planning

Estimates

Treatment failures

Complications

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What is a complaint?

A

Any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What is the principle of clinical negligence?

A

Claimant must provide it was more likely than not that:
- dental professional owed them a duty of care
- there was a breach of duty
- breach of duty caused harm
- avoidable harm resulted

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

How can pts interests be put first?

A

Communicate effectively with them
- all necessary information
- clear information on cost

Recognise pts rights and responsibilities

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Step 1 Model complaints handling procedure?

A

Frontline resolution
- straightforward issues
- on the spot apology, explanation
- recorded what’s gone on

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Step 2 model complaints handling?

A

Investigation
- not resolved frontline
- complex / high risk
- definitive response and investigation given within 20 days following thorough investigation of points raised

  • customer may not want to partake in frontline resolution
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Step 3 model complaints handling?

A

Independent external review
- SPSO
- evidence of service failure or maladministration by service provider

  • if disagree, 10 days to request post investigation review
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Who are DCS?

A

Private dental complaints service
- within 12 months of treatment taking place
- within 12 months of becoming aware you have something to complain about

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What can the DCS assist with?

A

Explanation / apology

Full or partial refund of fees

Remedial tx from dental professional
- or from another dentist / practice

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What can’t the DCS help with?

A

Aware of complaint over 12 months
- or tx over 12 months ago

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What is the HIS?

A

Health improvement Scotland
- governs independent / private clinics including dental practices
- time frame for lodging complaint is 6 months not 12 like NHS

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What things can HIS deal with regards to complaints?

A

Quality of treatment

Care environment

Care equipment

Poor treatment by member of staff

Operational and procedural issues

Lack of information provided by service provider

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What can’t HIS investigate?

A
  • services not registered with them
  • > 6 months
  • refunds
  • fees
  • clinical informed decisions
  • second opinions
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

How can complaints be made?

A
  • phone
  • in person
  • in writing - letter / email
17
Q

Guide for HIS complaints?

A

Step 1 - receive and assess complaint

2 - plan for investigation

3 - investigation and response provided within 20 days

4 - decision making and reporting - outcome letter sent to complainer

5 - follow up, providers action plans put into place after investigation outcome

6 - appeal / grievances - within 10 working days

18
Q

What is the apology act (2016)?

A

Encourages those to apologise for any occurence by

  • making an apology inadmissible in most civil proceedings as evidence to determination of liability
  • apology must not include statements of fact or of admissions of fault
19
Q

What are the GDC’s principles with regards to a complaint

A

5.1 - make sure effective complaints procedure

5.2 - respect pts right to complain

5.2.1 - do not react defensively to complaints, listen carefully and involve them in complaints process. Find out what outcome pt would like from their complaint.

5.3 - prompt and constructive response

20
Q

How should the standard 5.1 - effective complaints procedure, be carried out?

A

Complaints procedure should be
- displayed, not have to be asked for
- easy to follow
- provides info on other independent organisations
- respects confidentiality

  • keep written record of all complaints and responses
21
Q

How should standard 5.3 be carried out - prompt and constructive response?

A

Acknowledge their complaint ASAP
- deal with it calmly
- respond within all the time constraints
- deal with all points raised
- offer apology and practical solution where appropriate
- respond in writing, if they still not happy then refer them to the relevant ombudsman or health service

SCR (25 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions