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F - SCR > Complaints ppt > Flashcards

Complaints ppt Flashcards

1
Q

What are patients in general seeking when they complain.

A

Explanations
Assurances
Apologies
Refund of fees

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2
Q

why is communication important

A
  • allows us to inform, be informed and to exchange information
  • important for understanding their pt reasons for attnedance
  • identify their MH
  • explanation of tx needs
  • gain informative consent
  • to provide appropriate preventive advice
  • facilitates building of pt rapport and trust and contributes to a better pt experience, satisfaction and compliance for dental team
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3
Q

what is important for whole dental team

A

non verbal communication
- have good atmosphere in surgery

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4
Q

what must you always do in regards to patient treatment

A

follow guidance and if you wish to deviate from guidance then do so with permission with a reasoned objective to benefit the patient

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5
Q

what is important for risk management

A

Work in a practice you like
Build rapport with reception/ dental nurses
Have an open door policy
Preparation – patient leaflets / recommended websites
Know referral pathways and waiting times
Build rapport with labs
Listen
Be realistic with your time
Breathe

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6
Q

what are types of service failures

A

Appointments – incorrect or running late , wrong dentist
Treatment planning
Estimates
Treatment failures
Complications

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7
Q

what must you record in relation to all aspects of discussions

A
  1. sp. Investigations
  2. Why antibiotic / no antibiotics
  3. Correct diagnosis
  4. Treatment options
  5. Costs make clear NHS/ private options
  6. Seek advice second opinion
  7. Keep relationship professional do not accept contact out with working hours unless prearranged for best interest of the patient example could be difficult extraction/ surgical procedure /cancer referral wanting to ensure patient is ok
  8. GDC standard 1.7.3 you must not mislead patients into believing that treatments which are available on the NHS can only be provided privately – molar endo / posterior composites co-crs
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8
Q

what is complaint

A

A complaint is any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not.

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9
Q

what is principle of clinical negligence

A

For a clinical negligence claim to be successful, the patient (claimant) must prove that it was more likely than not that:
a) the defendant dental professional owed them a duty of care
b) there was a breach of duty
c) The breach of duty caused harm
d) avoidable harm resulted

Patients lawyer seek reparation of losses , earnings, quality of life , pain and suffering

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10
Q

how to put patient interests first

A

Communicate effectively
Recognise patients rights and responsibilities
Give patients all the necessary information and make sure they understand it
Give clear information on costs

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11
Q

what is the first part of current nhs complain handling procedure

A

frontline resolution
- straightforward issue, easily resolved, requiring little or no investigation
- resolve complaint in 5 or less working days could be on spot apology
- complaint details, outcome and action taken recorded and used for service improvement

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12
Q

how can a patient make a complaint

A

A patient can make a complaint in writing, in person, by telephone, by email or online, or by having someone complain on their behalf

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13
Q

what is the second part of current nhs complain handling procedure

A

investigation
- for issues that have not been resolved at frontline or that are complex, serious or high risk
- definitive response within 20 working days following thorough investigation
- responses signed off by senior management
- senior management have interest in complaints and sue information to improve services

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14
Q

what is the third part of current nhs complain handling procedure

A

independent external review (SPSO or other)
- for issues that have not been rseolved by service provider
- complaints progressing to SPSO will have been thoroughly investigated by service provider
- SPSO will assess whether there is evidence of service failure or maladministration not identified by service provider

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15
Q

explain frontline resolution

A
  • completed 5 working days expect much sooner
  • staff may seek more sneior management can give a extension of no more than 5 days in excpetional circumstance but only if it likely complain will be resolved at this frontline stage
  • if so complex go to investigation stage
  • if pt doesn’t agree to extension senior manager can still decide for it but will explain to complainant why and reason
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16
Q

questions to ask during first stage

A

What exactly is the complaint (or complaints)
What does the complainant want to achieve by complaining?
Can I achieve this, or explain why not?
If I cannot resolve this, who can help with frontline resolution?

17
Q

give reasons for investigation second stage

A
  • frontline resolution has been attempted but the customer remains dissatisfied and requests an investigation. This may happen immediately when the decision at the frontline stage is communicated, or some time later
  • the customer refuses to take part in frontline resolution
  • the issues raised are complex and require detailed investigation
  • the complaint relates to serious, high-risk or high-profile issues.
18
Q

how does SPSO define potential high risk or high profile complaints

A
  • involve a death or terminal illness
  • involve serious service failure, for example major delays in providing, or repeated failures to provide, a service
  • generate significant and ongoing press interest
  • pose a serious risk to an organisation’s operations
19
Q

explain third stage post investigation review

A
  • If a complainant or service/provider disagrees with an outcome decision they have 10 working days to request a post-investigation review.
  • When we receive a request for a post-investigation review, we will write to the requestor within 5 working days to confirm receipt of the request.
  • We will decide whether to carry out a post-investigation review within 10 working days of receiving the request.
  • We will write to the requestor within 20 working days explaining the outcome of the post-investigation review and the final decision we have reached.
20
Q

what do private dental complaint service help with (DCS)

A
  • If you have a complaint about the private service or treatment received in the UK, but have been unable to resolve this with the dental professional, we may be able to help.
  • We can look into private complaints that are raised with us within 12 months of the treatment taking place or within 12 months of becoming aware that you have something to complain about.
21
Q

what can DCS assist with

A
  • An explanation and/ or apology for what has happened.
  • A full or partial refund of fees in relation to the failed treatment.
  • Remedial treatment from your dental professional, if you are both in agreement.
  • A contribution towards remedial treatment so that the work can be completed by another dental professional at the same practice or at an alternative practice.
    Following a review of the the DCS can now, on referral from your plan provider, impartially assist with complaints about private treatment provided as part of a dental plan.
22
Q

what can DCS not help with

A

Before sending us your complaint, you should know that are things we are unable to assist with such as:
- Your private complaint if you have been aware of it for over 12 months and have not raised it with us during that time.
- Any complaints which have not been raised within 12 months of the treatment failing.
We advise you to write to your dental professional detailing your complaint. If you are unable to resolve the matter directly with your dental professional, you may wish to seek independent advice from your local Citizens Advice Bureau .

23
Q

what is HIS

A

health improvement scotland
- governs private health clinics
- time frame for lodging complaint 6 months as opposed to 12 months for nhs
- complaint received through, writing (email or letter), telephone or in person
- should have contact details to contact them but also possible to be annoymous

24
Q

what HIS complaints relate to

A

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

We can investigate complaints that relate to:
the quality of care and/or treatment experienced
care environment or equipment issues
poor treatment by a member of staff
operational and procedural issues
service/provider’s failure to follow the appropriate process
lack of information provision by the service/provider.

25
Q

when can HIS not investigate

A
  • services that are not registered with us (that we do not regulate)
  • events that occurred more than six months prior to the complaint being made
  • refunds for treatment/care received
  • fees charged for treatment/care
  • clinical decisions (ie informed decisions made by a healthcare professional) about treatment/care received
  • a request for a second opinion relating to treatment/care
  • ethical standards of an individual registered healthcare professional
  • issues about the functions of one service/provider, raised by another
  • matters relating to contracts of employment
  • issues that fall under the responsibility of another regulator, professional body or public agency
  • issues that are currently/have already been investigated and responded to by Healthcare Improvement Scotland
  • issues that are currently being investigated by a third party adjudication service (such as the Independent Healthcare Sector Complaints Adjudication Service (ISCAS))
  • issues that are currently subject to legal proceedings
  • issues that have already been investigated and upheld by the service/provider.
26
Q

what are key principles of HIS complaint procedure?

A
27
Q

laws that relate to complains

A

GDPR [2018]
Scottish Apology Act [2016]
Montgomery v NHS Lanarkshire Health Board [2015]
Tooth whitening EU legislation [2013]
Patient Rights (Scotland ) Act [2011]
Recording of LA European Regulation726/2004

28
Q

what is gdc principle for complaints

A

PRINCIPLE 5
Have a Clear and Effective Complaint Procedure
- * 5.1 You must make sure there is an effective complaints procedure readily available for patients to use, and follow that procedure at all times

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