Patient complaints

Question 1

What is a complaint?

Answer 1

any expression of dissatisfaction by a pt about a service or trt, whether it is justified or not - so a complaint often results from pt feeling that their expectations have not been met

Question 2

Further info can be requested from following sources:

Answer 2

England - the local authority social services + NHS complaints regulations 2009
Wales - complaints in the NHS - a guide to handling complaints in Wales 2003
Scotland - directions to health boards, special health boards + agency on complaints procedures 2005
Northern Ireland - the health + social care complaints procedure directions 2009

Question 3

In house complaints procedure

Answer 3

GDC requires all practices to have, which should aim to fully resolve any complaint to everyone’s satisfaction + quickly as pos. ideally should be resolved without need for other authorities such as Primary Care Trust or GDC
the procedure should include:

Question 4

Responsibility

Answer 4

a ‘responsible person’ must be delegated who ensures procedure is followed correctly
complaints manager to be delegated to receive complaints

Question 5

Acknowledgment

Answer 5

receipt of complaint should be acknowledged within few working days(3) + pt must be kept informed on how complaint will be dealt with, who will be involved + expected time scale

Question 6

Investigation

Answer 6

may require meeting with pt + staff and reading pt records. a resolution meeting present together may br useful with someone else present to take notes
notes fro meeting should then be confirmed with all concerned afterwards

Question 7

Timescale

Answer 7

should be completed promptly, + if delays occur due to involvement of defence organisation, the pt should be kept informed of any likely extensions to timescale

Question 8

Report

Answer 8

Written report should be sent by recorded delivery to pt when investigation is complete containing:
how complaint was considered
conclusions reached:
-no basis for complaint, no blame attributable (but explain what happened + why)
-blame attributable, explain what happened + apologies, indicated measures taken to prevent reoccurrence, offer reasonable redress
-make it clear that offer of redress is not admission of liability but a goodwill gesture

Question 9

Appeal

Answer 9

if pt not satisfied, info should be given of bodies of which to make formal complaint:
primary care trust (or future commissioning body after 4/13)
health service ombudsman for NHS pts
dental complaints service for private pts

Question 10

Records

Answer 10

• full written details of procedure followed must be kept from point at which complaint was made + onwards
• kept in secure central complaints file, not in pt records
• make note in pts records that complaint was received on date
• complaint reports must be submitted to commissioning body on an annual basis in England, Wales + Scotland + quarterly in Northern Ireland