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Flashcards in Complaints Deck (5)
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1
Q

What is a complaint?

A

An expression of dissatisfaction requiring a rapid response

2
Q

How do you protect yourself against complaints?

A

Defence organisation
GMC advice on GMP
Be aware of complaint procedure
Put px first, act in their best interests
Do not be judgemental, get second opinion
Clinical audit/peer review
Act responsibly, do not break the law

3
Q

NHS Scottish complaint procedure

A

5 days to establish whether you can deal with it informally
Formal procedure must be acknowledged within 3 working days and decide if it requires a written, verbal or a meeting
Give full response within 20 days unless impossible
Ask px to respond if dissatisfied and contact the officer again for mediation
Can contact NHS ombudsman within 28 days

4
Q

Duty of candour

A

Be open and honest with px when something has gone wrong with px Rx etc. or has potential to cause harm/distress
If unsure of the consequences seek superior advice and inform patient

5
Q

??

A
  • Complaint made about the NHS are investigated effectively
  • Know the outcome of said investigation
  • Take the outcome of that complaint to the NHS Ombusdman
  • Make a claim for judicial review if they think they have been directly affected by an unlawful act/ decision of an NHS body or individual
  • Px have the right to compensation
  • Px are treated with courtesy, and receive appropriate support throughout the handling of a complaint (and will not affect future tx)
  • Acknowledgement of mistakes, apologies and explain what went wrong and put things right quickly and effectively and ensure the organization / practitioner learns lessons for the future!