D4. You must have a policy in place by which you manage patient complaints, and respond quickly and appropriately to any which arise.
- A complaint is an opportunity to reflect on the communication and standard of care that was given and it may highlight areas of your practice that could be improved. A complaint which is handled well can also result in a stronger bond of trust between you and your patient, leading to improved patient care.
- If you act constructively, allow patients the opportunity to express their dissatisfaction, and provide sensitive explanations of what has happened and why, you may prevent the complaint from escalating.
- You should provide information to patients about how they can make comments, complaints and compliments, about the service they have received.
- You should make sure that your staff are familiar with your complaints policy and know to whom they should direct any patient complaint.
- You should inform your professional indemnity insurers immediately if you receive a complaint.
- You should ensure that anyone making a complaint knows that they can refer it to the GOsC, and provide them with appropriate details.
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