Lecture 8 Dealing with Complaints

Question 1

Definition of complaint

Answer 1

any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on out behalf

Question 2

What do people complain about?

Answer 2

• Alleged poor treatment
• Alleged poor performance
• Rudeness
• Not listening
• Failure to comply with job plans
• Health problems
• Fraud
• Criminal Offences

Question 3

How do people complain

Answer 3

• Talk to member of staff involved in their care
• Ask to speak senior member of staff or feedback and complaints officer
• Complain within 6 months of incidence or 6 months of becoming aware within 12 months

Question 4

What is the Patient Rights Act 2011

Answer 4

The first section of the Act gives all patients the right that the health care they receive should:
• Consider their needs
• Consider what would be the most beneficial to the patient, taking into account their circumstances and preferences; and
• Encourage patients to take part in decisions about their health and wellbeing, and provide them with information and support to do so.
• Patients will also have a legal right to give feedback or comments, or raise concerns or complaints about the care they have received from the NHS.