HCLP complaints handling Flashcards
1
Q
what can you do to prevent complaints (CLEAR)?
A
connect
listen
empathise
ask
review and check
2
Q
how does the NHS scotland complaints handling procedure (CHP) stage complaints?
A
stage 1 - local level (early resolution) ‘on the spot’ within 5 working days
stage 2 - (investigation), acknowledge within 3 days, complete in 20
3
Q
when responding to a complaint, what must you include in letter?
A
apology
explanation
conclusions - remedial action
confirmation that trust board is satisifed with action
lessons learnt
give pt details of PASS and SPSO
4
Q
what may happen if you dont follow CHP?
A
GDC can critise the matter
5
Q
what are the options for escalation of a complaint?
A
PHSO/SPSO
claim for compensation
NED/postgrad deanery
GDC
