Not Them Again - Dealing with Complaints

Question 1

Complaint (NHS Scotland)

Answer 1

Any expression of dissatisfaction about our/lack of action or about the standard of service provided by us or on our behalf

Question 2

NHS complaint procedure

Answer 2

• Speak to staff involved or senior member face-to-face, over the phone or by email
• Include: full name, address, important info, desired resolution

Question 3

Patient complains to you

Answer 3

• Explain yourself and apologise where necessary
• Record of attempt to resolve
• Direct to NHS complaint procedure
• Inform seniors/uni
• Good reflection opportunity

Question 4

Protecting yourself

Answer 4

• Defence Organisation
• Follow GMC’s advice
• Aware of local complaints procedure
• Get second opinion
• Always act in best interest
• Engage with clinical audit

Question 5

Subject to complaint

Answer 5

• Get support (friends and organisation)

- Health and stress: OH/GP

Question 6

Patient Rights (Scotland) Act 2011

Answer 6

Legislation followed by GMC regarding complaints

• Fitness to practice
• Student fitness to practice