Complaints Flashcards
What are the time limits to when you can complain?
You’re supposed to complain within 6 months of the incident or within 6 months of becoming aware of the issue but that should be within 12 months of the incident (special case may be able to extend this)
What are the 3 parts to the NHS complaints handling procedure? (internal complaints procedure in each hospital overseen by an Ombudsman)
Frontline resolution - 5 days - complaint can be dealt with informally
Investigation - 20 days
Independent external review - ombudsman - for issues that have not been resolved
What are some common reasons for complaints within the NHS? (4)
Staff
Waiting times
Treatment
Environment/Domestic
Which legislation sets out how complaints need to be handled in Scotland?
Patients Rights Act 2011
Key point of the Patients Rights Act
It is the right of every patient to give feedback or comments, or raise concerns or complaints about health care received
What should you do if a patient complains to you directly?
Take the issue seriously and apologise where necessary.
Explain to the patient what has happened and why
If you are going to try and sort something out, tell the patient what you are doing, when it will be done and when it is done
Keep a record of this
Direct to the complaints procedure
Inform seniors / university
Reflect
How can you protect yourself against complaints?
Join a defence organisation
Be aware of and follow the GMC’s advice and local complaint procedures
Put patients first and always try to act in their best interests
Do not be judgemental
Do not be afraid to refer to get a second opinion
Clinical Audit
Peer review
Act responsibly / don’t break the law
Look
Once a patients decides that they are going to sue for damages etc the complaints procedure comes to an end.
However, solicitors can sometimes use the complaints procedure to gain information about the issue.
