Complaints

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Question 1 of 3

1. Question
When answering this formal complaint, what is the best way to apologise?
- Apologise over the telephone, but don’t put any apologies in writing as this isn’t a serious complaint.
- Apologise that the patient felt the need to complain but don’t apologise for her medical care.
- Apologise that the patient felt that the staff member was rude but don’t apologise for her medical care.
- Apologise by expressing regret something has gone wrong, provide a reason, and a remedy.
- Don’t apologise– an apology implies accountability and blame, and this patient is unrealistic in her expectations.
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Question 2 of 3

2. Question
How quickly should a patient complaint be answered?
- All complaints should be answered within 28 working days.
- Complaints should be answered within 12 months of the complaint.
- Complaints should be acknowledged within three days if they are reasonable complaints.
- Triaged and acknowledged within three days, with timeline for full response agreed by trust – often 25 days.
- Triaged and acknowledged within three days, with full response 60 days later.
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Question 3 of 3

3. Question
If a patient has had a response from the trust and is unsatisfied with their response, they can contact the trust for further resolution.

If they remain unsatisfied, who should they contact?
- No-one – they have no right of appeal
- Their member of parliament (MP)
- The local newspaper
- The GMC to investigate the Doctor
- The PHSO – Parliamentary and Health Service Ombudsman.
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Complaints

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