complain, but he is unhappy about his Provide a full detailed response advising treatment. why a decision to amputate was taken following what was considered to have been simple routine surgery. If the person comes back to say that they remain unhappy with this response, the matter should then be handled at stage 2 of the complaints procedure, with the person being signposted to SPSO if they remain dissatisfied with the subsequent response. Prior to an operation eight months ago, the Explain to the person that the first operation person had expressed fear to a number of was unsuccessful and therefore has to be staff that she would not have sufficient performed a second time. Reassure her pain management. Despite these that her concerns about pain management concerns being raised she experienced have been noted and that medical staff will considerable pain after the operation. She do all they possibly can to effectively now has concerns regarding a forthcoming manage any post-operative pain. operation. She wanted her pain to be managed more effectively than when she had underwent the same operation previously. A patient suffers from a recurring problem The GP meets with the person to with infections. This has been the case understand the reasons for his for several years. He is unhappy that his GP dissatisfaction, and to explain the basis for has refused to prescribe him another course the decision not to continually prescribe of antibiotics. antibiotics. The GP may arrange for further tests if appropriate. Appendix 3: Feedback, Comments, Concerns or Complaints Assessment Matrix The person bringing the issue to your attention may be very clear from the outset that they do not want to complain. If however, the matter meets the definition of a complaint, the person should be offered an explanation that complaints provide valuable information that allow organisations to learn and improve services. Where it is not clear, after discussion with the person bringing the matter, whether it should be recorded as feedback, a comment, a complaint, or a concern, the matrix below may help you to arrive at the appropriate decision.
complain, but he is unhappy about his treatment. Provide a full detailed response advising why a decision to amputate was taken following what was considered to have been simple routine surgery. If the person comes back to say that they remain unhappy with this response, the matter should then be handled at stage 2 of the complaints procedure, with the person being signposted to SPSO if they remain dissatisfied with the subsequent response. Prior to an operation eight months ago, the person had expressed fear to a number of staff that she would not have sufficient pain management. Despite these concerns being raised she experienced considerable pain after the operation. She now has concerns regarding a forthcoming operation. She wanted her pain to be managed more effectively than when she had underwent the same operation previously. Explain to the person that the first operation was unsuccessful and therefore has to be performed a second time. Reassure her that her concerns about pain management have been noted and that medical staff will do all they possibly can to effectively manage any post-operative pain. A patient suffers from a recurring problem with infections. This has been the case for several years. He is unhappy that his GP has refused to prescribe him another course of antibiotics. The GP meets with the person to understand the reasons for his dissatisfaction, and to explain the basis for the decision not to continually prescribe antibiotics. The GP may arrange for further tests if appropriate. Appendix 3: Feedback, Comments, Concerns or Complaints Assessment Matrix The person bringing the issue to your attention may be very clear from the outset that they do not want to complain. If however, the matter meets the definition of a complaint, the person should be offered an explanation that complaints provide valuable information that allow organisations to learn and improve services. Where it is not clear, after discussion with the person bringing the matter, whether it should be recorded as feedback, a comment, a complaint, or a concern, the matrix below may help you to arrive at the appropriate decision.
NHS_-Model_Complaints_Handling_Procedure-3_-October_2016.docx