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Compliments and Complaints 2014/15

Drs Paul Davis, Nicola Harris, Deborah Gordon, Ketan Bhatt, Sonal Shah, Gosagan Gopalakrishnan,Kirsty Moore & Haroon Rauf

Manor View Practice

Bushey Health Centre, London Road, Bushey, Watford, WD23 2NN

Telephone Watford (01923 225224 (Emergencies) Watford (01923) 247446 (Appointments)

Fax: 01923 213270

Practice Manager: Ms Liz Webb

The following report summarises the complaints and compliments received during the year April 2014 – March 2015. It shows the action taken in order to resolve complaints and the learning for the practice.

 

  • The practice received complaints from 10 patients regarding 12 issues and also received 16 compliments

  • The main causes for complaint were related to attitude/treatment

  • The main compliments received were for support, happy staff and quality care and services.

  • 8 of the complaints were responded to within 4 weeks, one could not be responded to as complaint was posted on NHS choices website and no name was given. The other fell outside the 4 weeks as the GP the complaint was about had just gone on a 3 week holiday.

  • 5 complaints logged were written complaints, 4 were by email to the practice and the other one was posted on NHS choices website.

 

Recommendations

 

The following recommendations are made in the report:

 

  • Training and discussion in staff meeting regarding difficult patients

  • Install call recording facility on telephone system

  • Ensure complaints have a response from the practice within 2 days

 

  1. COMPLAINTS

 

  • Background to the Practice Complaints Policy The practice requests that all formal complaints are addressed to the Practice Manager, who will acknowledge these within two working days. Complaints are then investigated by Practice Manager or partner in charge of complaints. All appropriate members of staff will be interviewed and any relevant documents or computer records will be inspected. At the conclusion of the investigation, the patient is informed of the outcome of the investigation and any action that has been taken as a result. The practice aims to do this within 4 weeks. 

    • Date Complaint was received The following table illustrates when the practice received the complaint from the patient. This is to allow reflection on the reasons why there may have been an increase in complaints during a particular time period.

      Month of Complaint

      Apr

      May

      Jun

      Jul

      Aug

      Sept

      Oct

      Nov

      Dec

      Jan

      Feb

      Mar

      No. of complaints

      0

      1

      1

      1

      0

      2

      1

      2

      0

      1

      1

      0

       

      This table shows that the complaints received by the practice were fairly evenly spread throughout the year, slightly higher in the middle of the year this may have had something to do with the maternity locum employed by the practice at this time.   

       

      • Compliance with timescales for responseAll the complaints received had been dated stamped on the day of receipt.

        Days to Acknowledge

        No. of complaints

         

        Days to Final Response

        No. of complaints

        within 2 days

        5

         

        within 4 weeks

        9

        N/A

        1

         

        Over 4 weeks

                           1

        Over 2 days

        2

         

        No consent

        0

        No acknowledgement sent

        2

         

         

         

        N/A = final response sent within 2 working days, therefore acknowledgement not necessary

        Not known = date of receipt, date of letter and date of final response not recorded

         

        These tables show that 5 of the complaints were acknowledged within 2 days, 2 were responded to but after 2 days, one did not require acknowledgment as dealt with immediately. One was forwarded to the practice from Central Midlands (sub area) team at Charter House. The other was posted on the NHS choices website and no name was given.

         

        8 of the complaints had a final response within 4 weeks. One could not be resolved as no name given and the other could not be dealt with within the 4 weeks as the doctor the complaint was about had just gone on holiday for 3 weeks.

         

         

        • Trends and ThemesOf the 10 patients who complained 12 issues were raised. The following table highlights the main reasons for patient complaints 

          Trends and Themes

          No. of complaints

          Attitude/behaviour - doctor

          7

          Attitude/behaviour - receptionist

          2

          Attitude/behaviour – nurse/phlebotomist

          0

          Diagnosis/care

          0

          Test results

          0

          Automated appointment system

          2

          Appointments

          1

          Flu appointment

          0

          Blood appointment

          0

          Referral

          0

          Electronic prescription

          0

          Total

          12

           

           

          • Action taken by the practice The following points summarise the action taken by the practice in relation to some of the complaints:

            • Training and discussion in staff meeting regarding difficult patients

            • Install call recording facility on telephone system

            • Ensure complaints have a response from the practice within 2 days

             

            All the complaints have been investigated and responded to formally and the patients have been offered an explanation or apology where possible.

             

            • ConclusionThe practice demonstrates a desire to ensure patient satisfaction at all times. This is shown by the informative, yet sensitive response letters that are sent to complainants and the actions that are taken to resolve or explain the complaint.These tables show that 5 of the complaints were acknowledged within 2 days, 2 were responded to but after 2 days, one did not require acknowledgment as dealt with immediately. One was forwarded to the practice from Central Midlands (sub area) team at Charter House. The other was posted on the NHS choices website and no name was given.  

              • COMPLIMENTS

              • Trends and ThemesThe following table summarises the main reasons for patient compliments:

              Trends and Themes

              Service received – GP - 4                              

              Service received – nurses - 3                                

              Practice as a whole – 9

               

              This shows that a significant number of compliments given are regarding the level of service received from all members of staff at Manor View.

               

              Below is a selection of comments from the letters:

               

               

               

              “Support and help”

              “Wonderful practice”

              “Happy caring staff”

              “Good quality care”

              “Amazing service”

              “Patience and professional approach”

              “Extremely good and proficient”

              “Thoughtfulness”

               

               

               

              Recommendations

               

              The following recommendations are made to help the practice formally capture feedback from patients.

               

              • All compliments received in the practice either written or verbal, original or copy to be given to the Practice Manager so they can be recorded in the annual audit report

               

               

              ACTIONS TAKEN

               

              Apart from the actions already taken by the practice as recorded in 1.5, following the team meeting held on the following were decided on:

               

               

               

              • Any adverse patient communication should be added to the patients’ electronic medical record. This is a legal document and therefore all comments must be factual and true.

              • Report any new incidents of inappropriate behaviour by patients to either, Practice Manger, Operations Assistant or Partner in charge of Complaints.

              • It was decided that should a patient be violent, abusive or makes the member of staff feel under threat. Practice Manager, Operations Assistant or Partner in charge of complaints should be informed and they will call the police.

               

               


               

               

               

               

               



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