Complaints - Introduction to Safety and Quality Principles


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Complaints – another system for identifying improvement opportunities

Complaints provide information about

patient’s needs
quality of care provided

Only a small percent of patients who are unhappy with their care will make a complaint

However they will tell others about their experience

A proactive complaints system is needed to capture the information and respond to the patient’s needs

Complaints - suggested approach

Attitude
Fairness
Encourage feedback
Transparent process
Timely response
Appropriate investigation

Refer to checklist for specific organisational processes

Outcome

Trust
Partnership
Increased satisfaction
Opportunity to learn
Identification of improvement opportunity

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Contents | Page 18 of 26

Last updated: 3 September, 2010
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