Managing complaints Practices should adopt a receptive attitude to patient feedback and complaints, and consider displaying notices that state that the practice will always try to resolve complaints directly. Develop a system to record, review, and manage complaints, including how you will advise patients of the progress and outcome of their complaint. If you receive a patient complaint, try to resolve the issue without involving any other parties. If necessary, contact your medical defence organisation to seek advice on resolving a complaint before any further action is taken. Read Section 3 of the MBA Code of Conduct that contains advice about managing complaints at the practice level (available at ). Basic steps include: acknowledging the patient’s right to complain working with the patient to resolve the where possible providing a prompt, open and constructive response, including an explanation and, if appropriate, an apology ensuring the complaint does not adversely affect the patient’s care. In some cases, it may be advisable to refer the patient to another practitioner complying with laws, policies and procedures relating to complaints. If the matter cannot be resolved, you or the patient can contact your Health Complaints Commissioner for advice and possible mediation. Examples of how a practice choose to meet this Criterion The following list contains some of the ways you might choose to demonstrate how your practice meets the requirements of this Criterion. Your practice may choose other forms of evidence to demonstrate how you meet the Criterion. The following examples may not be suitable for all practices and contexts. Maintain position descriptions that clearly explain responsibilities and lines of accountability. Have regular meetings with staff. Create a contract with your cleaning company and have them sign it. Maintain a HR policy and procedures manual. Keep a complaints ledger.
Managing complaints Practices should adopt a receptive attitude to patient feedback and complaints, and consider displaying notices that state that the practice will always try to resolve complaints directly. Develop a system to record, review, and manage complaints, including how you will advise patients of the progress and outcome of their complaint. If you receive a patient complaint, try to resolve the issue without involving any other parties. If necessary, contact your medical defence organisation to seek advice on resolving a complaint before any further action is taken. Read Section 3 of the MBA Code of Conduct that contains advice about managing complaints at the practice level (available at ). Basic steps include: acknowledging the patient’s right to complain working with the patient to resolve the where possible providing a prompt, open and constructive response, including an explanation and, if appropriate, an apology ensuring the complaint does not adversely affect the patient’s care. In some cases, it may be advisable to refer the patient to another practitioner complying with laws, policies and procedures relating to complaints. If the matter cannot be resolved, you or the patient can contact your Health Complaints Commissioner for advice and possible mediation. Examples of how a practice choose to meet this Criterion The following list contains some of the ways you might choose to demonstrate how your practice meets the requirements of this Criterion. Your practice may choose other forms of evidence to demonstrate how you meet the Criterion. The following examples may not be suitable for all practices and contexts. Maintain position descriptions that clearly explain responsibilities and lines of accountability. Have regular meetings with staff. Create a contract with your cleaning company and have them sign it. Maintain a HR policy and procedures manual. Keep a complaints ledger.
racgp-standards-for-general-practices-5th-edition-consultation-draft.docx