Complaints in General Practice – avoiding them and dealing with them Dr Katherine Teare GP Educator Fellow

Avoiding Complaints Listen to the patient Listen to the patient Explain necessary examinations – chaperone policy Explain necessary examinations – chaperone policy Be nice! Be nice! But maintain professional boundaries But maintain professional boundaries Clear documentation Clear documentation Practice and personal safety netting procedures Practice and personal safety netting procedures

What if you do get a complaint? Speak to clinical and educational supervisors Speak to clinical and educational supervisors Consider sharing with peer group Consider sharing with peer group Acknowledge upset or anger it causes you Acknowledge upset or anger it causes you

Procedure Practice should have one Practice should have one National guidelines National guidelines Need designated responsible person (must be a partner) and a complaints manager Need designated responsible person (must be a partner) and a complaints manager Need to acknowledge complaint within 3 working days – by letter Need to acknowledge complaint within 3 working days – by letter Engage with complainant as soon as possible Engage with complainant as soon as possible

Acknowledgement Letter Acknowledge receipt of letter Acknowledge receipt of letter Apologise and recognise distress (give condolences if appropriate) Apologise and recognise distress (give condolences if appropriate) Enclose proposed plan if already discussed or invite to discussed Enclose proposed plan if already discussed or invite to discussed Give details of advocacy service Give details of advocacy service

Response Letter Summarise the main issues they have raised which will also Summarise the main issues they have raised which will also help you focus your response help you focus your response Explain what action has been taken to investigate the complaint e.g. review records, spoken with staff Explain what action has been taken to investigate the complaint e.g. review records, spoken with staff Give a clear explanation to each issue raised e.g.refer to the history you took, any examination and findings, treatment provided, advice given and any follow-up. Give a clear explanation to each issue raised e.g.refer to the history you took, any examination and findings, treatment provided, advice given and any follow-up. What action the practice is taking as a result of the complaint to reduce the What action the practice is taking as a result of the complaint to reduce the risk of a similar occurrence. risk of a similar occurrence. Include invitation to contact you again if they have any further questions. Include invitation to contact you again if they have any further questions. Details of their redress through the complaints procedure to the ombudsman and their right to use the independent complaints advocacy service (icas). Details of their redress through the complaints procedure to the ombudsman and their right to use the independent complaints advocacy service (icas). Reiteration your apology for what occurred. Reiteration your apology for what occurred.

Reporting complaints Annual report to CCG including number complaints, number upheld, subject matter, number referred to Ombudsman, actions taken Annual report to CCG including number complaints, number upheld, subject matter, number referred to Ombudsman, actions taken Record in portfolio and discuss with Educational supervisor or appraiser Record in portfolio and discuss with Educational supervisor or appraiser

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