Errors and complaints

Question 1

What are the 4 types of error?

Answer 1

1. non-fulfilment of a requirement
2. Minor error (small, corrected)
3. Moderate error (typo or repeat of test, patient care not affected)
4. Major error (serious, escalate, halt reports, record on hospital system)

Question 2

What are the 3 actions to deal with errors?

Answer 2

1. Remedial (stop error)
2. Corrective (action to stop error from re-occuring)
3. Preventative (before an error has occurred)

Question 3

How should be notified when a complaint is filed?

Answer 3

notify head of department or most senior member of staff

Question 4

What steps should be completed to resolve a complaint?

Answer 4

1. Listen to the complainant and acknowledge their complaint;
2. Express regret for any inconvenience caused (apologise)
3. Clarify the details of the complaint;
4. Offer an explanation if appropriate;
5. Thank the complainant for raising the complaint and refer him/her to the Trust complaints procedure.
6. All complaints are recorded as an incident on the QMS

Question 5

What should be included in an incident report?

Answer 5

1. Nature of the complaint
2. Result of investigations of the complaint
3. Corrective or preventative actions taken
4. Person discharging the complaint

Question 6

How do you perform a root cause analysis?

Answer 6

5 whys?????

What next?

Question 7

What is a fishbone diagram?

Answer 7

Shows cause and effect
split problems into areas:
1. Environment
2. Methods
3. Equipment
4. People
5. Waiting time