Indentifying and registering a complaint Patient complaints may often start out as “comments” or “queries” or “suggestions”. It is important for staff members to be aware of this and avoid being insensitive or dismissive as this itself may bring about an escalation in the complaint. Evidence has shown that the manner or approach adopted initially in a complaint can have a profound effect upon the process and outcome.
Staff members should listen carefully to the complaint and this in itself along with an explanation of practice policy may lead to an immediate and informal resolution. For more intractable complaints the staff member should inform the patient that he or she has the right to register a formal complaint with the practice complaints officer. A copy of the practice complaints procedure should be provided.
Remember that it is important to ensure patient confidentiality if the complaint is made by a relative or other representative (see MDDUS guides to consent and confidentiality).
Complaints can be made by a patient on their own behalf or by a representative with authority and deemed to be acting in the patient’s best interests. Complaints in England can be made to the practice but also to the PCT.
Detailed notes should be made of oral complaints, recording the date, name of complainant and exact nature of the complaint along with the response given. The patient can also be advised to put the full complaint in writing. It is important to explain the complaints procedure and indicate the timescale for an expected response.
An acknowledgement of any formal complaint (oral or written, including emails) should normally be made within three working days and must include an offer of discussion to agree a plan of action on dealing with the complaint and timescales.
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