Complaints procedure and policy
Purpose:
- The patient knows how to complain and that their comments and complaints are listened to and acted on effectively.
- Patients know that they will not be discriminated against for making a complaint.
- It is better to deal with complaints and resolve them if possible, locally.
- Complaints are learning opportunities which may help improve future standards of care.
When a complaint is received:
- Ask the complainant if they wish to speak to the Practice Manager, the Assistant Practice Manager or next most senior member of staff, or if they wish to make an appointment to see the Practice Manager.
- Offer the patient a complaints/feedback form to complete and if it is difficult for them to fill out offer to go somewhere private and assist them to complete the form.
- Contact the LMC and or the MDU, if appropriate.
- If the person making the complaint is not the patient, check if written consent has been given.
Acknowledge the complaint:
- Acknowledge the complaint within ten days.
- Clarify any parts of the complaint that are unclear if necessary.
- Agree how to deal with the complaint (offer a meeting for instance)
- Direct complainant to advocacy if appropriate.
- Refer to Parliamentary Health Service Ombudsman if appropriate on telephone no: 03450154033.
- Identify preferred outcomes.
- Notify other organisations if it is appropriate.
Investigate the claim:
- Assess the seriousness of the complaint.
Reply to the complainant:
- Reply to the complaint as agreed with the complainant ( in writing or verbally for example).
- Offer a meeting if appropriate.
- Learning from complaints:
- Share the learning with all members of staff at the complaints meeting.