is taken not to extend the timescales a clear explanation of the basis for the decision should be provided to the person making the complaint, and the person should be advised that they may ask the Scottish Public Services Ombudsman to consider the decision. Appendix 1: Complaints The following tables give examples of complaints that may be considered at the early resolution stage, and suggest possible actions to achieve resolution. Complaint Possible actions to achieve resolution The complaint relates to clinical treatment. Apologise for the pain and discomfort The person is unhappy that several caused. Explain the appropriate procedure attempts to draw blood were not for taking blood and agree with the person successfully completed, and that there was making the complaint how this will be a lack of pain management to address her approached in the future. Perhaps ensure discomfort. that an experienced person draws the blood, and ensure suitable pain management is available if needed. The complaint relates to clinical treatment. Thank the person for bringing this matter to The person disagrees with care plan your attention. Confirm with them their and wants it evaluated by an independent reasons for disagreeing with the care clinician. plan.Explain the process for developing a care plan and the fact that you will check how this was applied in this case. with appropriate staff to ensure the care plan accurately reflects the agreed care needs, and addresses any issues raised by the person. Explain to the person the action you have taken, and the basis for the care plan. If the person continues to disagree with your response, advise them that the complaint will be escalated to stage 2 of the complaints procedure for further investigation. The complaint relates to a lack of privacy Apologise for the distress felt by the during visiting hours. person.Advise her of the normal procedure The person complained that visitors to the for discussing her medical condition with patient in the bed next to her could overhear her.Explain the action you will take to ensure that this situation is not repeated,
is taken not to extend the timescales a clear explanation of the basis for the decision should be provided to the person making the complaint, and the person should be advised that they may ask the Scottish Public Services Ombudsman to consider the decision. Appendix 1: Complaints The following tables give examples of complaints that may be considered at the early resolution stage, and suggest possible actions to achieve resolution. Complaint Possible actions to achieve resolution The complaint relates to clinical treatment. The person is unhappy that several attempts to draw blood were not successfully completed, and that there was a lack of pain management to address her discomfort. Apologise for the pain and discomfort caused. Explain the appropriate procedure for taking blood and agree with the person making the complaint how this will be approached in the future. Perhaps ensure that an experienced person draws the blood, and ensure suitable pain management is available if needed. The complaint relates to clinical treatment. The person disagrees with care plan and wants it evaluated by an independent clinician. Thank the person for bringing this matter to your attention. Confirm with them their reasons for disagreeing with the care plan.Explain the process for developing a care plan and the fact that you will check how this was applied in this case. with appropriate staff to ensure the care plan accurately reflects the agreed care needs, and addresses any issues raised by the person. Explain to the person the action you have taken, and the basis for the care plan. If the person continues to disagree with your response, advise them that the complaint will be escalated to stage 2 of the complaints procedure for further investigation. The complaint relates to a lack of privacy during visiting hours. The person complained that visitors to the patient in the bed next to her could overhear Apologise for the distress felt by the person.Advise her of the normal procedure for discussing her medical condition with her.Explain the action you will take to ensure that this situation is not repeated,
NHS_-Model_Complaints_Handling_Procedure-3_-October_2016.docx