Principles -- Have a clear and effective complaints procedure

You should not react defensively to complaints. You should listen carefully to patients who complain and involve them fully in the complaints process. You should find out what outcome patients want from their complaint.

1. You must give patients who complain a prompt and constructive response.
2. You should give the patient a copy of the complaints procedure when you acknowledge their complaint so that they understand the stages involved and the time scales.
3. You should deal with complaints in a calm and constructive way and in line with the complaints procedure.
4. You should aim to resolve complaints as efficiently, effectively and politely as possible.
5. You must respond to complaints within the time limits set out in your complaints procedure.
6. If you need more time to investigate a complaint, you should tell the patient when you will respond.
7. If there are exceptional circumstances which mean that the complaint cannot be resolved within the usual timescale, you should give the patient regular updates (at least every 10 days) on progress.
8. You should try to deal with all the points raised in the complaint and, where possible, offer a solution for each one.
9. You should offer an apology and a practical solution where appropriate.
10. If a complaint is justified, you should offer a fair solution. This may include offering to put things right at your own expense if you have made a mistake.
11. You should respond to the patient in writing, setting out your findings and any practical solutions you are prepared to offer. Make sure that the letter is clear, deals with the patient’s concerns and is easy for them to understand.
12. If the patient is not satisfied with your best efforts to resolve their complaint, you should tell them about other avenues that are open to them.