question 24

Question 1

how to start convo about complaint

Answer 1

• Address pt by name and introduce yourself to the patient by name and position
• Acknowledge that pt is upset and apologise that they feel this way – but don’t accept blame!
• Ask pt what has happened?
• Try to address concerns
  o Offer pt to be seen now or reschedule appt for another time
  o Advise that you will take feedback to receptionist and have a conversation to address this
  o Ask pt what they what they would like to resolve their concerns?
  o Advise patient that complaints are completely confidential and will have no impact on the treatment they receive

Question 2

explain procedure for complaint

Answer 2

• Explain that the practice has a formal complaints procedure should the pt wish to put a complaint in to see how the issue can be resolved. Explain stages and time frames
  o Local resolution
   Stage 1: early resolution - simple concerns can be addressed within five working days without a formal investigation
   Stage 2: investigation
• Acknowledgement – complaints should be acknowledged in writing within three working days, or on realisation that early resolution has failed
• Investigation – more serious complaints or those not resolved should be investigated and responded to within 20 working days
  o Independent external review – patients who are dissatisfied after local resolution and do not wish to take matters further with the practice have the right to complain directly to the NHS health board or Scottish Public Services Ombudsman
• Complaints manager should record every discussion had with the patient and consult with your defence organisation