Patient Safety

Question 1

what do patients seek when they complain

Answer 1

explanations
assurances
apologies
refund of fees

Question 2

what is a complaint

Answer 2

a complaint is any expression of dissatisfaction by a patient about a dental service or treatment, whether justified or not

Question 3

what must be proven for a clinical negligence claim to be successful

Answer 3

the defendant owed them a duty of care
there was a breach of duty of care
the breach of duty caused harm
avoidable harm resulted

Question 4

what is the model for complaints handling

Answer 4

frontline resolution - issues that are straightforward and easily resolved
investigation - issues that have not been resolved at frontline or are serious/ high risk
independent external review - for issues that have not been resolved by the service provider

Question 5

what are the four aspects to frontline resolution

Answer 5

what is the complaint
what does the complainant want to achieve
can I achieve this or explain why not
if i cannot resolve this, who can help

Question 6

what is DCS

Answer 6

dental complaint service

Question 7

what can DCS assist with

Answer 7

explanation or apology
a full or partial refund in fees
remedial treatment
a contribution towards remedial treatment so that the work can be completed by another dental professional

Question 8

when can DCS not help

Answer 8

the private complaint has been over 12 months
any complaints not raised within 12 months of treatment failing

Question 9

what is HIS

Answer 9

health improvement scotland

Question 10

what does HIS do

Answer 10

governs both NHS and private clinics in scotland

Question 11

how may complaints be received

Answer 11

in writing
by telephone
in person

Question 12

how long after the cause for complaint can people complain to HIS

Answer 12

6 months
unless the person making the complaint could not reasonably have known of the basis for the complaint

Question 13

what may a patient complaint relate to

Answer 13

quality of care and treatment experienced by service user
actions a service/ provider took that the service user deemed inadequate
a service/ provider’s failure to take action when necessary

Question 14

what are the 6 steps of complaint handling procedure

Answer 14

receive and assess the complaint
plan for the investigation
the investigation
decision making and reporting
follow up
appeals and grievances

Question 15

name three laws associated with patient’s right to complain

Answer 15

GDPR (2018)
Scottish Apology Act (2016)
Montgomery vs NHS Lanarkshire Health Board (2015)

Question 16

what GDC principle is related to complaining

Answer 16

Principle 5 - have a clear and effective complaints procedure

Question 17

as a GDP what must we do if we receive a complaint

Answer 17

ensure there is an effective written complaints procedure
follow the complaints procedure
respond to complaints within time limits
provide a constructive response to the complaint

Question 18

what should be kept with regards to complaint and where should they be kept

Answer 18

written record of all complaints with responses
should be separate from patient records

Question 19

if there is exceptional circumstances where the complaint cannot be resolved in the usual time schedule, how often should the patient be updated

Answer 19

every 10 days

Question 20

if the patient is not satisfied despite your best efforts to resolve complaints what should you tell them

Answer 20

the other avenues open to them:
- ombudsman (health service complaints)
- DCS (private dental treatment)

Question 21

what does early resolution mean

Answer 21

resolving the complaint at the first point of contact with the person making the complaint

Question 22

when must NHS timeline early resolution be completed

Answer 22

within 5 working days

Question 23

for the investigation stage of complaints handling, when must complaints be acknowledged and patients get a full response

Answer 23

acknowledged within 3 working days
full response ASAP but at least within 20 working days

Question 24

what must be included in a written acknowledgement of a complaint

Answer 24

contact details of feedback and complaints officer
details of the advice and support available
information on the role and contact details for SPSO
a statement confirming that the complaint will normally be investigated and results will be sent to complainant within 20 working days

Question 25

what are five elements to risk management in complaints

Answer 25

find a practice you like
build rapport with reception/ nurses
never be too busy to listen
know referral pathways and waiting times
build rapport with labs

Question 26

what is an audit

Answer 26

quality improvement process that seeks to improve patient care and outcomes through systematic review of care against explicit criteria and implementation of change

Question 27

what are uses of audits

Answer 27

observe gaps in knowledge
learning
attitudes
protocol
training

Question 28

what are the 6 steps of the audit cycle

Answer 28

identify problem
set criteria
observe practice
analyse and compare with standards
implement change
re-audit

Question 29

what 6 factors make up consent

Answer 29

informed
capacity
valid
non coerced
non manipulated
voluntary

Question 30

what is clinical governance

Answer 30

systematic approach to maintaining and improving patient care in a health system

Question 31

what are the six dimensions of health care

Answer 31

person centred
safe
equitable
effective
timely

Question 32

how do you offer brief intervention

Answer 32

ask
advise
assist
assess
arrange

Question 33

what 10 things should be on a referral letter

Answer 33

name of referrer, address, telephone/ email
time of sending referral letter
patient CHI, address and telephone
any information relevant to patient’s condition
patient’s GP
relevant history of patient
MH
history of presenting issue
clinical information
what you want from the referral