Guide to Complaint Handling in Health Care Services

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4. Information gathering Person responsible for gathering information: Discussion with complainant/patient (record dates and names): Interviews with clinicians and other relevant staff (record dates and names): List relevant documents (records, test results etc.): 5. Outcome Detail what action is taken (e.g. explanation, apology, review of procedures, change of practice, staff training, referral to quality and risk management teams). Include details of who is to do what and by when. 42 Setting up your system/tools
6. Feedback Outcome communicated to consumer (give details of verbal feedback or attach copy of letter): Outcome communicated to staff: Resolved? Not resolved? Why? 7. Referral Referred to legal: Yes No Referred to external body (specify who): Setting up your system/tools 43
Page 1 and 2: Guide to Complaint Handling in Heal
Page 3 and 4: Guide to Complaint Handling in Heal
Page 5 and 6: Contents ABOUT THE GUIDE 2 Why comp
Page 7 and 8: How the Guide works The Guide is di
Page 9 and 10: 1. Guiding principles for an effect
Page 11 and 12: Guiding principles The complaints m
Page 13 and 14: 3. Commitment The health service an
Page 15 and 16: Putting the principles into practic
Page 17 and 18: 2. Organisational foundations Polic
Page 19 and 20: staff feel they will be listened to
Page 21 and 22: Reporting This is an essential elem
Page 23 and 24: Complaint handling process What com
Page 25 and 26: Complaints needing investigation Th
Page 27 and 28: The organisation needs to decide wh
Page 29 and 30: Flow chart of complaint management
Page 31 and 32: Complaint handling skills Why peopl
Page 33 and 34: Dealing with difficult situations S
Page 35 and 36: Conducting meetings Convening a mee
Page 37 and 38: Setting up your system/tools Each o
Page 39 and 40: 3. Commitment Adequate resources ar
Page 41 and 42: Complaints are dealt with in a time
Page 43 and 44: List areas where action is required
Page 45 and 46: Complaints Register Department Numb
Page 47: Complaint follow-up record (to be c
Page 51 and 52: Dealing with complaints- checklist
Page 53 and 54: Using the Seriousness Assessment Ma
Page 55 and 56: SAM score Whether SAM is done elect

Guide to Complaint Handling in Health Care Services

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