Practice-based complaints procedures
All NHS patient services in the UK are required to have procedures in place for handling patient complaints. For GPs and GDPs these must operate at a practice-based level. Private healthcare, such as that offered by non-NHS dentists, must also have adequate procedures in place in order to comply with standards set by regulatory bodies, such as the Care Quality Commission (England) and the Scottish Commission for the Regulation of Care.
The exact requirements for NHS complaints procedures vary between England, Wales, Scotland and NI but in general all require: • •
• •
• •
“Ownership” of and familiarity with the process by all practice staff. A named individual and/or complaints manager/officer being responsible for ensuring complaints are handled in compliance with regulations and for administering the procedure. Leaflets, posters or web pages publicising the process and explaining how to lodge a complaint, with expected timescales (in languages and formats to reflect the community served). Investigation of the complaint including, where appropriate, an interview with the complainant, the practitioner and practice staff. Full response provided within timescales as set out in the various devolved NHS procedures. Information about the role of, and how to contact, independent advice and support.
Effective complaints procedures – SPSO* • • • • •
• • • •
Accessible – clear, free, easily understood and available to all Transparent – impartial, independent and auditable Simple – as few steps as necessary, minimal hand-offs and properly documented Evidence-based – driven by facts not assumptions Respectful – values the complaint and respects the complainant whilst managing any unacceptable behaviour Authoritative – credible, consistent and definitive with delegated authority Standards-based – quality, timeliness and effective communication Proportionate – flexible in method and appropriate to the circumstances Demonstrable – reported, open to feedback and used to drive improvement
* Scottish Public Services Ombudsman See
www.valuingcomplaints.org.uk for more helpful advice from the SPSO
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