What Act covers NHS complaints procedure?
Patient’s Rights Act
Who handles complaints?
A complaints officer
What do you have to do when receiving a complaint?
Acknowledge it within 3 days
There is 5 days where it can be dealt with informally if the complainer agrees
You must give a full response within 20 days, if not they can then go to the Public Services Ombudsman (PSO) to further the complaint
What are some potential outcomes of complaints for the doctor?
- Sleepless nights & anxiety
- Dissatisfied patients
- Loss of Rep
- Litigation
- Discipline
- F2P & loss of job
- Restrictions on license
- Erasure
What are a patients rights re complaints under the patient’s rights act?
Right to:
- Have any complaint properly investigated
- Know the outcome of any complaint
- Take their complaint to the PSO
- Make a claim for judicial review
- Compensation when harmed by negligent treatment
What committments does the NHS make under the Patient’s rights act?
- Ensure patients are treated courteously/supported throughout their complaint
- Ensure complaints don’t adversely affect patient’s future treatment
- Acknowledge mistakes, apologize, explain and put things right
- Ensure staff learn lessons and improve practice
Define the duty of candour:
Must be Open & Honest with patients when something goes wrong leading to (or potentially leading to) harm or distress.
Even if the patient isn’t aware or hasn’t complained!
