Complaints Handling Flashcards
give four reasons why patients may complain
explanation
assurance
apologies
refund of fees
what ways may people complain
in person
in writing
via email
via telephone
on behalf of someone else
what is the Apology Act in relation to dentistry
if clinicians apologise to patients it cannot be used by prosecutor as an admission of guilt
what are the 4 stages to a model complaints handling procedure
1 - front line resolution
2 - investigation by practice
3 - independent external review (SPSO)
4 - post investigation review
what are the four aspects of clinical negligence
the dental professional owed a duty of care
this duty of care was breached
the breach of duty caused harm
this harm would have been avoidable
what is the duty of candour and why is it relevant to dentistry
clinicians must inform patients of mishaps
eg - hypochlorite incident or endodontic file snapping in canal
what GDC principle is related to complaints
5 - have a clear and effective complaints procedure
where should complaints and responses to complaints be kept
separate to patient records
if a patient is not happy with front line resolution or an investigation by the practice what other avenues do they have
the SPSO (ombudsman - NHS)
dental complaints services - private
HIS
what should be part of front line resolution
- provide on spot apology
- explanation as to why it occurred
- what will be done in future to stop this
- practice values complaints to use information to review standards
what should a written acknowledgement of a complaint contain
-contact details of feedback and complaints officer
details on advice and support available
- information on the role and contact details for SPSO
- statement confirming the complaint will be investigated and report sent to the complainant within 20 working days
what are the timings when patients can complain to different bodies
SPSO - 12 months
DCS - 12 months
HIS - 6 months
