GDC Standards for Complaints

Question 1

what is principle 5 of complaints handling

Answer 1

have a clear and effective complaint procedure

Question 2

what does principle 5 state

Answer 2

ensure there is effective written complaints procedure
follow complaints procedure
respond to complaints within time limits set out
provide a constructive response to complaint
give patients who complain and prompt and constructive response
aim to resolve complaints efficiently, effectively, politely
keep written record of all complaints together with your response
give patient regular updates on the progress if cannot be resolved within time limits
if patient unsatisfied with result tell them other avenues to complain

Question 3

if the patient is unsatisfied with complaint handling in the NHS who can help

Answer 3

ombudsman (SPSO)

Question 4

if patient is unsatisfied with complaint handling in private sector who can help

Answer 4

Dental Complaints Service

Question 5

what does the GDC say that your complaints procedure should be like

Answer 5

displayed where patients can see it
clearly written in plain language and available in other formats
easy for patients to understand and follow
provide information on other independent organisations that patients can contact to raise concerns
allows you to deal with complaints promptly and efficiently
allows you to investigate complaints in a full and fair way
explain the possible outcomes
allows information that can be used to improve services to pass back to your practice management or equivalent
respect patient confidentiality