Handling complaints Flashcards
1
Q
What is GDC prinicple 5
A
have a clear and effective complaints procedure
2
Q
who funds dental complaints service
A
the GDC
3
Q
In what manner should you respond to a complaint
A
be reflective and responsive
demonstrate insight
4
Q
how do you demonstrate insight
A
‘ARTEMIS’
- Acknoledge
- Reassure tell about complaints procedure
- Ensure you have a chaperone
- Manage your team
- Is there something patient wants specifically
- Stand back and tell indemnifier
5
Q
What are the different levels that complaints can be dealt with at
A
5 working days
- early resolution
- straight forward issues easily resolved
20 working days
- issues not resolved at ‘early resolution phase’
- high risk
Ombudsman
- thoroughly investigated
- evidence of service failure?
