Investigation and formal response Investigations into complaints are best carried out in a climate of openness and dispassion. The aim should not be to apportion blame but to establish the facts. Be aware that an investigation will sound biased if it simply assumes that the healthcare professional’s version of events is the correct one; a complainant will expect convincing reasons for this.


Should the complaint involve a clinical matter, the relevant doctor or dentist or other healthcare professional should be given a copy of the complaint and encouraged to respond with written comments which can later be incorporated into a formal response. A meeting with the complainant in the presence of the complaints officer and relevant staff can often assist in resolving matters amicably.


Once the investigation has been completed a written response should be sent to the patient. This should:


• • • • • • • •


summarise the complaint and clarify the chronology of events indicate the extent and nature of the investigation explain the view taken by the clinician or the practice on the matter confirm any agreement reached at a conciliation meeting give details of action taken to prevent a recurrence offer an apology if appropriate indicate that further conciliation is possible if the matter remains unresolved inform the patient of the availability of independent advice and support and further means of resolution via other bodies, such as the Scottish Public Services Ombudsman (SPSO) or Parliamentary and Health Services Ombudsman in England (PHSO), should agreement with the practice not be reached.


Timescales vary and in England the regulations require only a “timely” response. In Scotland and NI, investigations should be completed within 10 working days (20 for hospitals) and the patient should be informed in advance if there will be any delays. In Wales the timescale is a 20 day response for all complaints.


Take advice from a senior colleague and/or from a defence organisation before formulating and sending a final reply. An MDDUS adviser can review a draft response and offer comments and suggestions.


8 | www.mddus.com


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