what principle of the GDC is about complaints
5
what does principal 5 state
have a clear and effective complaints procedure
what do patients expect from their complaints
- their concerns or complaints to be acknowledged listened to and dealt with promptly
what must you do as a dentist
- make sure that there is an effective complaints readily available for patients to use, and follow that procedure at all times
- respect a patients right to complain
- give patients who complain a prompt and constructive response
what does standard 5.1.1 state
it is your responsibility as a dental professional to deal with complaints properly and professionally.
how must you ensure complaints are dealt with properly and professionally according to 5.1.1
ensure that there is an effective written complaints procedure where you work
follow the complaints procedure at all times
respond to complaints within the time limits set out in the procedure and provide a constructive response to the complaint
what does standard 5.1.2 state
that everyone in the practice knows about the complains procedure understand how it works
what does standard 5.1.3 state
if you work for a practice that provides NHS treatment or if you work in a hospital, you should follow the procedure set down by that organization
what does standard 5.1.4 state
that the practice has a procedure that sets similar standards and time limits to the NHS procedure
what does standard 5.1.5 require from the complaints procedure
it is displayed where patients can see it
it is written in plain language
easy to follow
provides info on other independent organizations that patients can contact to raise concerns
allows you to deal with complaints promptly
explains the possible outcomes
respects confidentiality
what does standard 5.1.6
that you reflect on complains and improve service
what does standard 5.1.7 state
that you should keep a written record of all complaints together with your response
what does standard 5.3 state
you must give patients who complain a prompt and constructive response
what is the time limit for an easy resolution as part of the NHS complaints
5 working days
what is the time limit for an investigation as part of the NHS complaints
20 working days
what is the time limit for an independent external review as part of the NHS complaints
om budsman
impartial
