Principle 5

HideShow resource information
View mindmap
  • Principle 5: Have a clear and effective complaints procedure
    • Patients expect...
      • Their concerns or complaints to be acknowledged, listened to and dealt with promptly.
    • Standards...
      • 5.2. Respect a patient's right to complain
        • Should not react defensively to complaints. Be calm and polite. Refer the patient to the complaints procedure and should find out what patients want from their complaint.
      • 5.3. Give patients who complain a prompt and constructive response.
        • When pt complains, should give them a copy of the complaints procedure so they are aware of the timescales etc
        • Should deal with all the points raised in the complaint, and offer an apology and practical solution for each one, where appropriate. This should be done in writing.
        • If you have made a mistake, should offer a fair solution even if this is at your own expense.
        • If the patient is not satisfied despite your best efforts to resolve their complaint, you should tell them about the relevant Ombudsman for NHS complaints, or Dental Complaints Service for complaints about private dental treatment.
  • Standards...
    • 5.2. Respect a patient's right to complain
      • Should not react defensively to complaints. Be calm and polite. Refer the patient to the complaints procedure and should find out what patients want from their complaint.
    • 5.3. Give patients who complain a prompt and constructive response.
      • When pt complains, should give them a copy of the complaints procedure so they are aware of the timescales etc
      • Should deal with all the points raised in the complaint, and offer an apology and practical solution for each one, where appropriate. This should be done in writing.
      • If you have made a mistake, should offer a fair solution even if this is at your own expense.
      • If the patient is not satisfied despite your best efforts to resolve their complaint, you should tell them about the relevant Ombudsman for NHS complaints, or Dental Complaints Service for complaints about private dental treatment.
  • Should ensure everyone knows about the complaints procedure and how it works.
    • 5.1. Make sure there is a complaints procedure readily available, and follow it at all times
      • Must: ensure there is an effective written complaints procedure where you work, follow it at all times, respond to complaints within the time limits set out in the procedure, and provide a constructive response.
        • If you work in NHS practice /hospital, you should follow the NHS complaints procedure
        • If you work in private practice, you should ensure it has a procedure which sets similar standards and time limits to the NHS
        • It should: include independent organisations patients can contact, allow you to deal with complaints promptly and efficiently, in a full and fair way,  and respect patients' confidentiality.
      • Should ensure it is displayed where patients can see it - patients should not have to ask for a copy
        • Should be clearly written, easy to follow, and in other formats if required.
    • If you are an employer /manager, you must ensure all staff are trained in handling complaints
  • You should analyse any complaints that you receive to help improve your service, and share lessons learnt with team members
    • Should also analyse your performance in handling complaints, and how you could improve
    • 5.1. Make sure there is a complaints procedure readily available, and follow it at all times
      • Must: ensure there is an effective written complaints procedure where you work, follow it at all times, respond to complaints within the time limits set out in the procedure, and provide a constructive response.
        • If you work in NHS practice /hospital, you should follow the NHS complaints procedure
        • If you work in private practice, you should ensure it has a procedure which sets similar standards and time limits to the NHS
        • It should: include independent organisations patients can contact, allow you to deal with complaints promptly and efficiently, in a full and fair way,  and respect patients' confidentiality.
      • Should ensure it is displayed where patients can see it - patients should not have to ask for a copy
        • Should be clearly written, easy to follow, and in other formats if required.
    • Should keep a record of complaints and your response, and keep this separate from patient records so patient is not discouraged from making a complaint.
  • You must respond to complaints within the time limits
    • If you need more time, you should tell the patient when you will respond. They should receive regular updates (at least every 10 days) on progress.

    Comments

    No comments have yet been made

    Similar Applied Business resources:

    See all Applied Business resources »See all Principle 5 resources »