The Medical Protection Society is receiving an increasing number of calls from GP practices in England who require assistance with the complaints procedure, two years after the introduction of the new complaints system.
Last year MPS opened 2,101 files on handling complaints and of those 61 escalated to the Ombudsman. We envisage the trend will continue this year as we have already opened a further 771 files with 15 cases being referred to the Ombudsman, in the first four months of this year.
In our experience, many English GP practices remain unaware of the changes to the NHS Complaints Procedure introduced in April 2009 and are failing to comply with the requirements:
- To produce a written plan (to be agreed with the complainant) outlining how the complaint will be investigated, managed and followed up.
- To appoint a "responsible person" and "complaints manager".
- To inform a complainant at the outset of their right to approach the Parliamentary & Health Service Ombudsman if they are unhappy at the conclusion of local resolution and to provide details of the local Independent Complaints Advisory Services.
- To undertake a structured and proportionate investigation process.
- To co-ordinate cross agency complaints.
Commenting on this lack of awareness, Director of Policy and Communications, Dr Stephanie Bown said: "Since the introduction of the new complaints system we have been working with practices to help them update their complaints policies in order that they comply with the new requirements.
"We would advise GP practices to liaise closely with the complainant from the outset as this presents the best opportunity for an efficient and effective resolution of that complaint. MPS has produced a wide range of publications, including booklets and factsheets which give comprehensive guidance about how best to resolve complaints. We would strongly encourage practices to familiarise themselves with the new procedure so they feel confident in dealing with complaints in the proper manner and do not attract additional criticism from the Ombudsman for procedural deficiencies."
MPS's advice on resolving complaints includes:
- Acknowledge complaints within three working days and agree a plan with the complainant as to how the complaint will be investigated and what form the response will take (including timescales).
- Appoint a practice partner to act as a responsible person to ensure compliance with procedures and that action is taken as a result of the complaint.
- Appoint a complaints manager to manage the handling of complaints. The responsible person and complaints manager can be the same person.
- Have in place a complaints procedure which meets the requirements of the regulations and is underpinned by the principles.
-Co-operate with any multi-agency complaints.
- Try to resolve concerns informally, outside of the regulations, with the agreement of the patient.
- Co-operate in multi-agency complaints.
- Work closely with the PCT when they are involved in individual complaints.
- Make provision for an oral complaint to be committed to writing.
- Use a risk assessment tool to determine the seriousness of the complaint, and investigatory tools, eg. conciliation, internal or external investigation.
Source:
Medical Protection Society
Last year MPS opened 2,101 files on handling complaints and of those 61 escalated to the Ombudsman. We envisage the trend will continue this year as we have already opened a further 771 files with 15 cases being referred to the Ombudsman, in the first four months of this year.
In our experience, many English GP practices remain unaware of the changes to the NHS Complaints Procedure introduced in April 2009 and are failing to comply with the requirements:
- To produce a written plan (to be agreed with the complainant) outlining how the complaint will be investigated, managed and followed up.
- To appoint a "responsible person" and "complaints manager".
- To inform a complainant at the outset of their right to approach the Parliamentary & Health Service Ombudsman if they are unhappy at the conclusion of local resolution and to provide details of the local Independent Complaints Advisory Services.
- To undertake a structured and proportionate investigation process.
- To co-ordinate cross agency complaints.
Commenting on this lack of awareness, Director of Policy and Communications, Dr Stephanie Bown said: "Since the introduction of the new complaints system we have been working with practices to help them update their complaints policies in order that they comply with the new requirements.
"We would advise GP practices to liaise closely with the complainant from the outset as this presents the best opportunity for an efficient and effective resolution of that complaint. MPS has produced a wide range of publications, including booklets and factsheets which give comprehensive guidance about how best to resolve complaints. We would strongly encourage practices to familiarise themselves with the new procedure so they feel confident in dealing with complaints in the proper manner and do not attract additional criticism from the Ombudsman for procedural deficiencies."
MPS's advice on resolving complaints includes:
- Acknowledge complaints within three working days and agree a plan with the complainant as to how the complaint will be investigated and what form the response will take (including timescales).
- Appoint a practice partner to act as a responsible person to ensure compliance with procedures and that action is taken as a result of the complaint.
- Appoint a complaints manager to manage the handling of complaints. The responsible person and complaints manager can be the same person.
- Have in place a complaints procedure which meets the requirements of the regulations and is underpinned by the principles.
-Co-operate with any multi-agency complaints.
- Try to resolve concerns informally, outside of the regulations, with the agreement of the patient.
- Co-operate in multi-agency complaints.
- Work closely with the PCT when they are involved in individual complaints.
- Make provision for an oral complaint to be committed to writing.
- Use a risk assessment tool to determine the seriousness of the complaint, and investigatory tools, eg. conciliation, internal or external investigation.
Source:
Medical Protection Society
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