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Lock field SurgeryComplaints ProcedureDate Implemented: 2009 Reviewed:March 2018 Next Review date: March 2019 Responsibility: GP's Practice Manager Complaints FacilitatorApplication: All Clinicians
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How to fill out general practice complaint handling

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How to fill out general practice complaint handling

01
Start by gathering all relevant information about the complaint, including the patient's details, date and time of the incident, and any supporting documents or evidence.
02
Clearly identify the nature of the complaint and the specific issues raised by the patient. This will help in understanding the problem and finding a suitable resolution.
03
Ensure confidentiality and privacy of the complaint handling process. Treat the complaint with sensitivity and respect, and only share information with those directly involved in the investigation and resolution.
04
Conduct a thorough investigation into the complaint. This may involve reviewing medical records, interviewing staff members, and obtaining statements from witnesses.
05
Keep the patient informed about the progress of the complaint handling process. Provide regular updates and ensure that they are aware of the steps being taken to resolve the issue.
06
Offer an apology or acknowledgment of the patient's concerns if appropriate. This can go a long way in diffusing tension and showing empathy towards their experience.
07
Take appropriate action to address the complaint and prevent similar issues from occurring in the future. This may involve implementing new protocols, providing further training to staff, or making changes to the practice's policies.
08
Document all actions and decisions taken during the complaint handling process. This will help in keeping a record of the steps followed and the outcomes achieved.
09
Follow up with the patient to ensure their satisfaction with the resolution. Address any remaining concerns and provide support if needed.
10
Learn from the complaint and use it as an opportunity to improve the overall quality of care provided by the general practice.

Who needs general practice complaint handling?

01
General practice complaint handling is needed by patients who have had a negative experience or concern related to the services provided by a general practice.
02
It is also beneficial for general practice staff and management, as it allows them to identify areas for improvement and address any issues that may affect patient satisfaction and trust.
03
Regulatory bodies, such as healthcare authorities or professional boards, may also rely on complaint handling processes to ensure that general practices are meeting the required standards of care.

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General practice complaint handling refers to the structured process through which complaints about healthcare services or providers are received, recorded, investigated, and resolved to ensure quality service and accountability in healthcare.
Patients, their guardians or representatives, and healthcare professionals are typically required to file complaints regarding general practice services. This may also include other stakeholders who have direct experiences or concerns.
To fill out general practice complaint handling, individuals should gather necessary information such as their contact details, specifics of the incident, any relevant dates, and descriptions of the complaint. They should then complete the complaint form provided by the relevant healthcare authority or organization.
The purpose of general practice complaint handling is to address patient concerns and complaints effectively, enhance the quality of care, identify areas for improvement in practice, and maintain trust in healthcare services.
Information that must be reported includes the complainant's personal details, relevant healthcare provider or practice information, a detailed account of the complaint, supporting evidence (if any), and desired resolution.
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