Managing Risk in the NHS

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Complaints
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Why do people complain?

• Expectations have not been met
• Gap between expectation and outcome

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What do complainants want?

• To be taken seriously
• A speedy response
• An explanation
• Acknowledgement that something has gone wrong
• A simple apology
• Action

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Clinical Governance Model
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Risk Management Complaints

• Managing Risk
• Safe Working Practices
• Protection of Staff
• Critical Incident Analysis
• Complaints Management

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Complaint Journey
Complaint received
Written acknowledgement
Investigation started
Responses Requested
Draft Response written
Sent out Respondents for approval
Response corrected and prepared then signed by
C.E.
Formal Response sent to Complainant
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Issues raised

• Communication
• Clinical treatment
• Staff attitude
• Patient privacy
• Waiting times
• Cancellations
• Cleanliness
• Discharge procedures

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Complaints can provide opportunities

• Self awareness
• Issues of concern
• Rectify past mistakes
• Identification of adverse events
• Trust

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How can we stop people complaining?

• We cant!
• Peoples rights
• Different perspective
• Good communication whilst in hospital
• Accurate and detailed documentation

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The NHS Complaints Procedure

• Early, local resolution within a 20 working day
  target (where possible)
• Scottish Public Services Ombudsman

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Remember!

• The only truly negative situation is one that we
  dont learn from