1. Mandy Cox Assistant Director of Nursing Devon and Cornwall Area Team Patient’s complaints of Primary Care

2. What do the users say? “ It is a constant battle. I tried to phone and discuss these issues with the Practice Manager but it was almost like it is not their problem, the appointments system is what it is, but when I said the system is an inconvenience to the patient, the Practice Manager said that patients are getting in the way of their system. There is no flexibility.” 2

3. Partnership? “I had spoken to the Practice Nurse and she said no, they would not do the blood tests because it was a hospital request and therefore the hospital should be doing it and no she wouldn’t ring for me to check even after I explained it was 3 buses and would take all day to get to the hospital and back” 3

4. How does Primary Care respond? Some bad but common examples…… …none of our other patients seem to have the difficulties you have in understanding the service we provide” “We have 2973 other satisfied patients” “I did explain and you weren’t listening. I knew you would complain……..” “If the doctor had thought you needed to see a specialist he would have arranged it and I am surprised to need to question his opinion” 4

5. And a better response…….. I am of course sorry that you have felt the need to write a formal complaint and I hope that my explanation is sufficient to resolve any concerns that you have had regarding the treatment that I provided. In the meantime, if I can be of any further assistance please do not hesitate to contact me. 5

6. Top tips when replying……… Avoid being defensive, patronising or judgemental….these are common things we see when receiving the practice response; Acknowledge the complaint and the complainant by name(s) and apologise for their inconvenience/loss/lack of clarity, repeating key words or phrases in your opening remarks; 6

7. More tips……. Look to see what learning you could take from the issues raised, detail this and tell them you will try it out, invite them to feedback when the new process/procedure has been implemented; Offer a face to face discussion with a senior member of staff or GP 7