Complaints Handling

Question 1

What is the GDC expectation for complaints handling?

Answer 1

You must make sure there is an effective complaints procedure readily available for patients to use, and follow at all times - GDC principle 5
You must give patients who complain a prompt and constructive response

Question 2

What is the model complaints handling procedure?

Answer 2

Frontline resolution - resolve complaint quickly in 5 working days or less
Investigation- issues not resolved at frontline or that are complex - a definitive response that is produced within 20 working days
Independent external review - Issues that have not been resolved by the service provider

Question 3

How should you handle a complaint?

Answer 3

Take concerns seriously
Do not accept blame
Try to resolve initially
Acknowledge the offence
If formal complaint requested, advise on NHS complaints procedure

Question 4

Describe the NHS complaints procedure.

Answer 4

Acknowledge the complaint and provide the patient with the practices complaint procedure
Inform patient of timescales
Acknowledge the complaint in writing- ideally within 24 hrs but max 3 working days
Early resolution- 5 working days
Investigation- 20 working days, for complex issues
Independent external review ombudsman for issues that have not been resolved