Our Objectives? Why Do Complaints Happen? What is a Complaint? Why Do Complaints Happen? Realistic expectations not met. Why Do Complaints Happen II?

Transcription

1 Dealing with Complaints John Shepherd Dealing with Preventing Our Objectives? Asking why Doing things Differently What is a Complaint? Happen? Any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment, whether justified or not Can be spoken or written and can be about ANY part of the service provided Happen? Realistic expectations not met Expectations unrealistic or misunderstood Issue not dealt with/resolved Too long to deal with something Stress/fear/anxiety Happen II? Staff behaviour Costs/understanding of prices Lack of solution and/or alternatives Lack of empathy 1

2 Happen III? Any other issues? Do we respond to any other issues - YES, We have to Do we worry about any other issues - NO, We don t have to. i.e. it is up to you and the type of practice you want Complaints Happen - Multiple Choice Which of the Reasons for complaints are due to: A. Poor communication with patients B. Poor behaviour of staff C. Patient behaviour out of our control D. Patient behaviour we can influence E. None of the above Expectations/Process Expectations/Process 1. Contact person responsible for practice complaints 2. Your dentist will try to resolve your complaint 3. Hospital s Patient Advice and Liaison Service (PALS) 4. complaints 5. Citizens Advice 6. CQC - no individual advice, but want to know about the practice 7. Parliamentary and Health Service Ombudsman Expectations/Process II Patients have the right to: Have their complaint dealt with efficiently and properly investigated Know the outcome of any investigation Take it to the Parliamentary and Health Service Ombudsman Make a claim for judicial review if they think they ve been directly affected by an unlawful act or decision of an body Receive compensation if they ve been harmed Expectations/Process III Timescales complaints should be made within 12 months of the date of the event or as soon as the matter came to their attention. This can be extended for certain reasons. 2

3 Expectations/Process IV What according to the are OUR PATIENTS expectations/reasons for complaint? - Unhappy with care or treatment - OR refused treatment for a condition? they then have the right to complain, have it investigated and be given a full and prompt reply. Private Dental Expectations Contact the person responsible for the practice complaints procedure. Your dentist will try to resolve your complaint. Dental Complaints Service (funded by the GDC) Best Practice (GDC Guidelines) Have a procedure and a person responsible Publicise both (to staff and patients) Make it as speedy and thorough as practical Make it fair AND confidential Written and clearly explained with outcomes Your Best Practice 1. As a group, write what you believe to be the perfect complaints procedure 2. Explain why it is perfect 3. Predict what could happen/how it could be evaluated Build-in evaluation (Clinical) (Clinical) listened to, preferences and concerns taken into account treated as individuals and have cultures and values respected team will act with honesty and integrity all aspect of health and well-being considered dental care that is appropriate for them treated in a safe and clean environment reasonable adjustments made for disabilities their interests put before financial/business gain 3

4 (Clinical II) redress if they suffer harm during dental treatment dental pain and anxiety will be managed to be asked for consent to treatment before it starts records up to date, complete, clear, accurate and legible personal detail kept confidential to be able to access their dental records records to be kept securely to be fully informed of the different roles of the professionals (Clinical III) members of the dental team will work effectively together to receive good quality care trained, qualified, skills up to date, know their limits work within the law protected if concerns around health, performance or behaviour of others concerns would be raised about the welfare of vulnerable patients all members of the team maintain appropriate and professional behaviour trust and confidence in the individuals GDC AND Standards the for profession the Dental Team (Communication) (Communication) to receive full, clear and accurate information to understand before, during and after treatment make informed decisions in partnership with providers clear explanation of the the treatment, possible outcomes and what to expect (Communication II) to know how much their treatment will cost before it starts and to be told about any changes communication that they can understand know the names of those providing their care concerns or complaints are acknowledged, listened to and dealt with promptly Setting Standards in Our A Charter Practice A Patient Handbook A Staff Handbook A Team Meeting (and all subsequent team meetings) An Appraisal In Passing 4

5 ness However... Adult to Adult Positive outcome for you Positive outcome for them Solutions not problems Relatively simple It is a skill It does take effort It may not be natural for all of us Requires an extra effort or desire on our part So...why do it? Confidence Cycle Do something assertive Increased confidence You get a desired outcome You feel good about yourself Aggressive Passive Win:Win Words Tone Body Language Win:Win Aggressive Win:Lose Passive Lose:Win Aggressive Win:Lose Passive Lose:Win 5

6 Best Case-Worst Case Best Case-Worst Case My perfect solution My bottom line My perfect solution My bottom line Their bottom line Their perfect solution Their bottom line Their perfect solution Tips Buy time if necessary Ask questions Determine your own best case/worst case Remove emotion Be positive Seek solutions When you... It means... I would like... So that... Do you think... Tactics Tactics When you... BEHAVIOUR It means... CONSEQUENCE I would like... SOLUTION So that... BENEFIT Do you think...buy-in FACTS EMOTIONS NEEDS SOLUTIONS Very Aggressive 6

7 EMOTIONS NEEDS SOLUTIONS Very Aggressive EMOTIONS NEEDS SOLUTIONS FACTS Very Aggressive Broken Record 7 Key Areas to Consider (not complaints procedure) the goals/plan of the practice marketing objectives Dealing with Reality The Videos gathering data (good, not just bad) time management and space to do it understanding of quality Action Planning Do a SWOT analysis on your current situation Create a plan to exploit the opportunities and overcome the threats Set a timescale Set measurable targets Set the rewards 7