- Feedback and complaints can be an opportunity to improve your service. You should use them to see how you can improve the services that you offer, and share lessons learnt from them.
- You should investigate feedback which gives rise to cause for concern as if it were a complaint.
- If you provide NHS services, you must have a written complaints procedure that you make available to patients.229, 230, 231, 232 A complaint that is made orally and is dealt with to the complainant’s satisfaction by the end of the next working day is not considered a complaint for this purpose. You should extend this procedure to private patients.
- You should make sure your complaints procedure:
- is clearly displayed to patients
- is easy for patients to use and available in a format that they can understand
- enables you to deal with complaints quickly and sensitively
- allows you to investigate complaints in a full and fair way
- maintains patient confidentiality
- gives clear outcomes for the patient, and
- contributes information to practice management and improvements.
- If a patient makes a complaint you are likely to need to access their record and use identifiable information. You should make patients aware of who will see information about them and your safeguards for minimising risks to confidentiality.
- You should keep a written log of complaints to monitor your performance in handling complaints and to identify possible areas for improvement.
- If the complaint relates to clinical care, you should keep a record of the patient complaint in the patient record.
- You should ensure that other members of the team for whom you are responsible:
- are familiar with the complaints procedure
- know how to deal with patients’ concerns and complaints, and
- know how to apologise and offer practical solutions.
228 Clwyd A and Hart T (2013). A review of the NHS hospitals complaints system. Final report [Accessed 6 Nov 2017]
229 LOCSU. Quality in optometry (England) [Accessed 6 Nov 2017]
230 NHS Health Scotland. Contact us: comments and complaints [Accessed 6 Nov 2017]
231 niDirect. Make a complaint against the health service [Accessed 6 Nov 2017]
232 Health in Wales. NHS complaints [Accessed 6 Nov 2017]