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

When a patient wants to make a complaint….

• Always provide a copy of the leaflet, ‘Listening, Responding, Improving’.
• Advise the complainant about PALS (the Patient Advice and Liaison Service).  PALS may be able to liaise with the patient and the practice to resolve the problem before it escalates.
• Discuss with the complainant whether a meeting with the Practice Manager and/or the GP concerned would be appropriate.
• Would mediation be appropriate?  See ‘Listening, Responding, Improving’ for more information and contact Customer Services to activate.
• Does the complainant need help in making the complaint?  Advise about ICAS (Independent Complaints Advocacy Service).