how to: if you receive a complaint

We are here to assist both parties—   We value feedback. We encourage it.   We should learn from it and it be used to improve the quality of our services. Sometimes this feedback is in the form of a complaint, this is unavoidable, but not catastrophic. If a concern or compliant is raised, the best approach is to take the matter seriously and deal with it in a thorough and timely fashion.

If a patient, staff member or other person raises their concerns:

• Listen carefully and respond sensitively – avoid defensiveness. A frank, open discussion and an explanation of what occurred during treatment will often resolve the issue.
• Respond promptly and be sure to answer all questions in a manner that is easy to understand by the lay-person.
• Be prepared to acknowledge the patient’s point of view and feelings even though you may disagree and may feel you have done nothing wrong.
• Remember apologising is not an admission of guilt.
• If the complaint leads to worthwhile changes in systems or procedures, say so – this reinforces to patients that their feedback is appreciated.
• If the complaint cannot be resolved informally, advise the complainant that the we, (the HQCC) may be able to assist.   
    

We may seek your response to a complaint.  If that occurs:

• Provide a comprehensive response to us within the time requested, with relevant supporting material. This will enable us to make an informed decision.
• Seek further information from our officers if you have any questions.
• Depending upon the nature of the complaint, it may be appropriate to seek advice from your professional indemnity organisation.