HCLP complaints handling Flashcards
(10 cards)
what can you do to prevent complaints (CLEAR)?
connect
listen
empathise
ask
review and check
how does the NHS scotland complaints handling procedure (CHP) stage complaints?
stage 1 - local level (early resolution) ‘on the spot’ within 5 working days
stage 2 - (investigation), acknowledge within 3 days, complete in 20
when responding to a complaint, what must you include in letter?
apology
explanation
conclusions - remedial action
confirmation that trust board is satisifed with action
lessons learnt
give pt details of PASS and SPSO
what may happen if you dont follow CHP?
GDC can critise the matter
what are the options for escalation of a complaint?
PHSO/SPSO
claim for compensation
NED/postgrad deanery
GDC
what is the most commonest complaints?
critical comments by other dental team members
how to avoid complaints?
professionalism
effective communication
compassionate care
managing expectations
what GDC standard does complaints management fall under?
gdc standard 5
what does the pt want from a complaint?
to be heard
an explanation
an apology
to request appropriate remedial action
to seek redress or compensation
what is your role in regards to responding to a complaint?
cooperate with the investigation
input into response and seek advice regarding this
reflect
discuss learning points at review interviews and appraisals
