What is a complaint?
An expression of dissatisfaction requiring a rapid response
How do you protect yourself against complaints?
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
NHS Scottish complaint procedure
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
Duty of candour
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
??
- 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!