Guide to Complaint Handling in Health Care Services

More documents

Recommendations

Info

Sample acknowledgement letter to consumer [On corporate letterhead] [Address] [Date] Dear [insert name], I have received your complaint about [brief description]. Thank you for bringing your concerns to our attention. We value feedback from patients and their families as it enables us to improve services and provide better health care. Your complaint is currently being investigated. I will keep you informed of progress and hope to resolve your complaint as soon as possible. If you have any queries or would like to discuss anything in the meantime, please feel free to contact me on [insert telephone no. and days available if part-time]. Yours sincerely, [name and position title] 44 Setting up your system/tools
Dealing with complaints– checklist for staff Complaints are a valuable source of feedback for the health service. All patients and their families and friends have the right to make a complaint about any aspect of their health care. They should be treated with respect and their complaint attended to quickly. What to do when receiving a complaint • Introduce yourself. • Listen carefully to what the consumer is saying. • Try to see things from their point of view. • Clarify anything you’re not sure about. • Deal with the issue on the spot if possible. • Write down the details on the complaint/feedback form. • Thank the person for their feedback. • Tell them what will happen next. What NOT to do when receiving a complaint • Be defensive or take it personally. • Blame others. • Make assumptions without checking your facts. • Argue with the consumer. • Be dismissive – it takes courage to complain. Difficult situations • Remain polite and respectful. • Focus on the issue at hand, rather than the personalities. • Take time to understand what the problem is – there may be an easy solution. • Be prepared to listen, without getting caught up in emotions – the person wants to be heard. • Be patient. • Provide information or an expression of regret as appropriate. • Ask another staff member for help if necessary. Setting up your system/tools 45
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 and 48: Complaint follow-up record (to be c
Page 49: 6. Feedback Outcome communicated to
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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?