A multidisciplinary meeting was held on the 28 April 2020. We only had a limited number of people present due to the current social distancing rules with regard to Covid-19. Twelve complaints were received by the Practice over the preceding 12 months (see spreadsheet). Each was reviewed for the actions and learning points that had been identified at the time the complaint was handled; to see if any further actions or changes to procedures / polices were required.
A review of the improvement actions agreed is undertaken at each Significant Event meeting to ensure their completion.
We are committed to frank and open disclosure with our patients and as such the following agreed statement has been published on the practice website.
In line with our commitment to continually improve the quality of clinical care and service provided to our patients we have recently completed our annual review of complaints ( April 2020). Complaints are few and we seek resolution as soon as possible according to our complaints policy. The annual meeting is attended by clinical and administrative staff and as a team we analyse each case allowing us all to reflect on our practice and learn to improve patient experience and care.
From March 2019 to March 2020, the Practice received twelve complaints; one complaint related to administration and eight to medical matters. Three complaints were received by the practice and processed through our procedure but did not relate to care delivered by our team. They were analysed for any learning and advised to the appropriate external organisation.
Confidentiality prevents publication of specific details but nine of the complaints relating to our organisation have been resolved internally.
Any individual criticism is/has been/will be reflected on via the formal annual appraisal of clinicians and appraisal of colleagues; no single clinician or colleague is disproportionally represented. Some correspondence related to medical procedures that the Practice enforced in order to maintain patient safety and duty of care to our patients. The procedures and reasons for them were clarified to those patients.
The Practice recognises that good effective two-way communication remains pivotal to avoiding problems or getting them resolved.
We welcome and encourage patient and carer feedback via the comment cards within practice and the electronic feedback via the website, texts and patient sign in screens.
We also have an active Patient Participation Group that meet regularly each quarter, to which all patients are welcome.
In this time of change, and pressures caused by the Covid-19 pandemic, we hope that we can continue work with you, to meet yours and our own high expectations of the services we provide for you.
Thank you for your continued support.