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BDS4 SCR > Complaint handling > Flashcards

Complaint handling Flashcards

1
Q

What do patients want when they complain?

A
  • explanations
  • Assurance
  • Apologies
  • Refund of fees
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2
Q

What is the importance of communication?

A
  • important to understand reason for attendance
  • identify their medical history
  • explanation of treatment need
  • Gain consent
  • To provide appropriate preventive advice
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3
Q

What is a complaint?

A

Any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not

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4
Q

What are the stages of dental neglect to be successful?

A
  • the dentist owns a duty of care
  • the duty of care was breached
  • the duty of care caused harm
  • the harm could be avoided
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5
Q

What are the three stages of complaint?

A
  1. frontline resolution (within 5 days)
  2. Investigation (20 days )
  3. Independent external review
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6
Q

What is involved in frontline resolution complaint management?

A
  • What is the complaint
  • What does the complainant want to achieve?
  • Think about if you can achieve this or not ? and explain?
  • If I cannot resolve this who can help with frontline resolution?
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7
Q

When to proceed to investigation stage of complaint handling?

A
  • frontline resolution has been attempted but the costumer remains dissatisfied and request an investigation
  • the costumer refuses to take part in frontline resolution
  • the issues raised are complex and require detailed investigation
  • the issues relate to high risk or high profile issues
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8
Q

What are high risk or high profile complaints according to SPSO?

A
  • involves death or terminal illness
  • involve serious service failure (ex, major delays in providing or repeated failure to provide a service )
  • generate significant and ongoing press interest
  • pose a serious risk to an organisations operations
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9
Q

When does a complaint move to the third stage ?

A
  • if a complainant or a service provider disagrees with an outcome decision they have 10 working days to request a post investigation review
  • 5 working days to confirm request of a post investigation review
  • 10 days after recieving the request to decide whether to carry out a post investigation review
  • within 20 working days write the review results and the outcome and the final decision
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10
Q

If there was a private complaint , What are the circumstances for dental complaint services to accept this?

A
  • if you have been aware of the complaint for more than 12 months
  • if the complaint has not been raised within 12 months of raising the complaint
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11
Q

Where does a patient from a private dentist go if the complaint is not resolved between the complainer and the dentist?

A
  • seek independant advice from the citizens advice burae
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12
Q

What is health improvement scotland?

A

It governs independant private health clinics including dental practices in scotland

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13
Q

How is IHS different from complaint handling procedure?

A

the time frame for notifying about the complaint is 6 months instead of 12 months

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14
Q

How can complaints be recieved?

A
  • by writing
  • by telephone
  • in person
    complaints can also be recieved anonymously or in confidence
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15
Q

What are independant healthcare services?

A
  • independant hospitals and clinics
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16
Q

What are the complaint types in HIS?

A
  • the quality of care and treatment experienced by a service user
  • a service that the user thinks is inadequate
  • a service or provider fails to take action when necessary
17
Q

What can be investigated regarding to HIS?

A
  • the quality of care and treatment
  • care environment and equipment issues
  • poor treatment by a member of staff
  • operational and procedural issues
  • service/provider failure to follow the appropriate process
  • lack of information provision by the service or provider
18
Q

What types of complaint that IHS cannot investigate?

A
  • services that are not registered
  • events occur more than 6 before complaining
  • refunds
  • fees charged
  • clinical decisions regarding a complaint
  • matters relating to contracts appointmen
  • ## issues that are being investigated by ISCAS (independant healthcare sector complaints adjudication service)
19
Q

What legislisations are there regarding complaints?

A
  • General data protection regulations 2018
  • Scottish apology act (2016)
  • tooth whitening EU legislation
  • Patient rights (scotland) Act 2011
  • Recording of LA european regulation 726/2004
20
Q

Explain the procedural steps after a complaint is logged by a patient via HIS?

A
  • complaint logged (phone, in person, writing)
  • assessment of eligibility carried out within 1 working day.
  • acknowledgement of complaint sent within 5 working days
  • inspectors plan how the investigations will be carried out and contact complainant
  • investigation carried out and response provided within 20 working days of complaints agreement to be investigated
  • complaint investigation outcome report sent to complainant and provider
  • providers action plans will be followed up 16 weeks after the complaint investigation report (unless action required immediately)
  • 10 working days to log a post investigation review if complainant or provider disagrees
21
Q

How can dentists protect themselves if patients do raise complaints?

A
  • good record keeping
  • get valid consent before procedures
  • communicate effectively with patients
22
Q

What should you do after handling a complaint?

A

keep a written record of all complaints together with your responses
this can be used to
- monitor performance in handling complaints
- identify any areas that need improvement

23
Q

If there are exceptional circumstances which mean the complaint cannot be resolved within the usual timescale what should you do ?

A

Give the patient regular updates (at least every 10 days) on progress

24
Q

If the patient in not satisfied despite your best efforts to resolve their complaint , what should you do ?

A

tell them about the available options for them to raise their dissatisfaction
- Ombdusman for health service complaints
- Dental complaints Service for complaints about private dental treatment

25
Q

What are the nine GDC principles that dentists must adhere to ?

A
  1. put patients interest first
  2. communicate effectively with patients
  3. Obtain valid consent
  4. maintain and protect patients information
  5. have a clear and effective complaint procedure
  6. work with colleagues in a way that is in the patient best interest
  7. maintain, develop and work within your professional knowledge and skills
  8. raise concerns if patients are at risk
  9. make sure your personal behaviour maintains patients confidence in you and the dental profession

BDS4 SCR (22 decks)

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