Complaint Handling – Hints and Tips – four in a series of five

The Principles of Remedy...

• Put the complainant/patient back to the position they would have been if the fault had not occurred.

• Make the remedy appropriate and proportionate to the harm suffered (this could be something as simple as refunding travel costs and similar out-of-pocket expenses if the patient had to attend extra appointments).
• Take specific action if it is needed.
• Offer compensation if appropriate.
• Always apologise if you are at fault.
• Consider whether any practices, procedures or policies should be reviewed.

For more information on putting things right, see the Health Service Ombudsman’s ‘Principles for Remedy’ guidance

If you offer financial redress, it is a good idea to be familiar with the Treasury’s advice.