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QUICK
REFERENCE:
Managing
a
Complaint
By
Nazmul
&
Muhammed
Akunjee
QUICK POINTERS
If
the
patient
is
unsatisfied
with
your
attempts
to
explain
to
them
why
something
went
wrong
you
can
encourage
them
to
make
a
formal
written
or
verbal
complaint.
I am sorry that you are still unhappy. Did you want to make a formal complaint?
Understanding
why
patients
make
a
complaint
will
often
make
it
easier
to
address
them
amicably
and
without
escalation.
They
wish
to
receive
an
honest
apology
if
a
mistake
has
been
made
and
want
to
make
sure
procedures
are
in
place
to
prevent
such
errors
occurring
in
the
future
to
themselves
or
others.
Offer
patients
a
choice
of
options
of
where
to
complain
i.e.
locally
at
practice
level
or
if
necessary,
to
escalate
to
a
higher
level
local
Healthwatch
or
NHS
England.
Where
possible,
offer
to
firstly
deal
with
complaints
locally.
Patients
are
less
likely
to
complain
against
doctors
who
have
developed
rapport
with
them
over
a
period
of
time
and
are
more
likely
to
complain
against
those
they
are
not
familiar
with.
They
are
also
more
likely
to
escalate
complaints
if
there
is
a
delay
in
contacting
the
patient
or
apologising.
An official complaint should be forwarded to the complaint manager, often the practice manager.
The
practice
should
agree
an
acceptable
duration
to
investigate,
usually
10
days.
If
a
longer
period
is
required,
up
to
6
months,
then
an
explanation
should
be
offered.
You
may
offer
a
recommendation
to
have
a
conference
to
discuss
the
matter
further,
a
written
apology
or
steps
taken
to
prevent
future
recurrences.
If
local
complaints
resolution
fails
the
patient
may
be
directed
to
the
local
CCG
complaints
officer
or
to
NHS
England
or
to
CQC
directly.
Alternatively
the
patient
may
refer
their
complaint
to
an
independent
review
panel
(ICAS)
or
the
patients
ombudsman
can
be
alerted
who
is
answerable
to
parliament.
Patients
may
be
guided
to
PALS
(Patient
Advice
&
Liaison
Service),
ICAS
(NHS
Complaints
Independent
Complaints
Advocacy
Service)
at
any
step.
If concerns about medical professionalism are raised. The case can be fast tracked to the GMC.
Avoid
o
Well... if you had taken the medicines as advised this may not have happened.
Evasive
-
Do
not
be
evasive
to
their
questions
or
appear
to
be
covering
up
mistakes.
A
lack
of
explanation
may
appear
evasive.
Reflect
body
language
Avoid
emulating
or
reflecting
upon
the
patients
body
language
or
emotional
state
Apologise
even
if
you
feel
the
complaint
was
not
warranted
and
this
should
be
offered
as
early
as
possible
where
appropriate.
Acknowledge the complaint & empathise with the distress it has caused.
Show appreciation to the patient for raising the complaint if it is of a serious nature
I can see that must have been very distressing for you
I can imagine that it must have been quite difficult for you
Clarifying with the patient what they were hoping for from the complaint
If a mistake had happened then inform the patient as to how and why it occurred.
If
there
are
some
mitigating
circumstances
surrounding
the
mishap
then
these
can
be
stated
without
justifying
the
mistake.
State
what
immediate
measures
you
have
taken
to
rectify
things
and
minimise
the
distress
caused
to
the
patient.
This
may
include
preventing
the
mistake
from
happening
again
i.e.
significant
event
analysis,
practice
audit,
practice
protocol,
education
event/retraining
for
the
clinician,
etc.
How
about
if
we
have
a
conference
with
everyone
involved
including
the
practice
manager
to
discuss
this
matter
further?
I will set up a practice protocol or audit to prevent this from happening again.
If the patient is still angry explain the practices complaints procedure to the patient.
I
am
really
sorry
for
what
has
happen.
Please
tell
me
more
about
it
so
that
I
can
help
you
I
am
sorry
for
the
experience
you
have
had
or
I
apologise
this
has
happened
to
you
I can imagine that it must have been quite difficult for you
I can imagine that it must have been quite difficult for you
If
you
still
feel
upset
by
it
I
am
happy
to
run
through
the
complaints
procedure
with
you