Dealing with complaints Flashcards
- Learning how to deal with legislation
- Understanding the legislation that affects doctors
- Understanding the importance of team working
- Dealing with underperformance
- Dealing with difficulties
Understanding the NHS complaints procedure
Dealing with complaints
Having strategies to reduce complaints
Understanding the Patient Rights Act and the ramifications for the medical profession
Understanding “Public Interest’
Majority of complaints are about
Rude behaviour or poor treatment
On receiving a complaint, you must do what
Acknowledge it within 3 working days and give a full response within 20 days
If the complainer is unsatisfied with the response, who can they contact
Public services ombudsman
Patients’ rights regarding complaints under NHS legislation
Right to
- have any complaint health with efficiently and properly
- know the outcome of any investigation into their complaint
- take their complaint to the public services ombudsman if unsatisfied with how the NHS has dealt with it
- compensation if they’ve recieved negligent treatment
How should doctors protect themselves from any complaints
Join a defence organisation
Follow GMC advice
Be aware of local complaints procedure
Get second opinion
What does ‘good medical practice’ state doctors should follow (following good medical practice will prevent complaints)
Contribute to and comply with systems to protect patients
Respond to risks to safety
Risks posed by your health
Establish and maintain partnerships with patients
Treat patients and colleagues fairly and without discrimination
