coMplAintS
What complaint?
M
o
.
c
locums often feel excluded from the complaints
t
o
o
H
p
process. Sarah Whitehouse and Sara Williams
K
c
t
o
/
i
s
explore whether the new nHs complaints system
t
H
r
e
a
g
will encourage practices to better involve locums
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l
l
o
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W
hen it comes to complaints against locums ■ normally be acknowledged to the dH: “Before the
responding to should be investigated by within three working days report is finalised everyone
complaints, one the practice and, if they ■ be handled flexibly involved should be given the
of the biggest hurdles for have left the practice, they and responsively, in chance to give their views
locums to clear is actually should be contacted if consultation with the on what has been said.”
being told about them, as possible for their comments. complainant if possible so if a complaint
one locum recently pointed ■ investigated and resolved concerning your practice
out: “practices simply Handling complaints as speedily as possible, is being investigated, the
don’t tell us that we’ve there is likely to be a new giving the complainant complaints manager should
had a complaint”. this system in place following a full, clear explanation seek your views, if possible,
can lead to a situation that the government’s changes, and, if mistakes have whether you are a locum or
leaves not only locums, so when you start working been made, an apology a partner. this will probably
but patients in the dark. at a practice you should ■ feed into clinical involve being asked to attend
familiarise yourself with governance and service a fact-finding interview or
A new system their complaints procedure improvements. writing a witness statement.
the department of Health during your induction. there the complaints manager if you find yourself in this
has reformed the nHs should now be one person will prepare a report on the situation stick to the facts
and social care complaints within the practice who findings. in the document and avoid offering opinion,
system so that it is more administers the procedure Listening, responding, speculation or defensive
open and accountable, for more serious complaints, improving: a guide to better justifications. You may wish
fair and proportionate and but minor complaints should
above all patient-focused. be resolved “on the spot” if
a two-tier system was possible. this might mean A good locum will practise
introduced in april 2009, offering an immediate
with the parliamentary and apology or explanation
with empathy. Put yourself
Health service ombudsman in response to a patient’s
(pHso) holding responsibility expression of dissatisfaction
in the complainant’s shoes,
for handling second-stage and trying to solve the
and tailor your responses to
complaints. if a patient problem with them.
cannot resolve their
their needs
complaint locally, they can the complaints
take it forward to the pHso. manager
But will this new system the complaints manager’s customer care, the dH states to see a copy of the reply the
encourage practices role is to ascertain the facts that the manager should practice intends to send to
to involve locums in relating to a complaint, have an open dialogue with check it for factual accuracy.
handling complaints more assess the evidence both parties so that their complainants now have 12
frequently? the answer and report the findings. final report does not surprise months from the occurrence
to this question is yes; complaints should: anyone involved. according giving rise to the complaint
18 sessional gp | voluMe 1 | 2009 www.mps.org.uk
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