Fifth step

Response

You should consider including the following elements in a response letter, but also be mindful of the plan you agreed with the complainant. Check the draft response with MPS if you consider this to be appropriate.

  • An apology and some acknowledgement of distress (condolences where appropriate).
  • A summary of the main issues they have raised in their letter (this will also help you focus your response).
  • What action you have taken to investigate the complaint (eg, spoken to the staff concerned, reviewed records/policies).
  • A clear explanation in response to each of the issues raised. If this relates to a consultation, refer to the history you took; any examination and findings (including negative findings); treatment provided; advice given and any follow up.
  • What action the practice is taking, as a result of the complaint, to reduce the risk of a similar occurrence.
  • An invitation to meet or contact you again if they have any further questions.
  • Details of their redress, through the complaints procedure to the Ombudsman, and their right to use an independent advocacy service if they have not already done so.
  • A reiteration of your apology for what occurred.

A letter of response is sent to Mr Cross. The practice manager rings Mr Cross to tell him it is on its way and invites him to contact her when it is received, or she will ring him in two days’ time if she has not heard from him.

Two days later they discuss the response in greater detail. Mr Cross is happy with the issues relating to the appointments system and is pleased to know that there are to be improvements. However, the hospital report did not confirm a definite diagnosis of angina and he therefore still remains concerned.

The practice manager arranges for him to come in to discuss this with the senior partner and also to have a further medical check up for reassurance. He is invited to bring someone with him if he wishes and is also told about the possible use of a conciliator. He does not feel this is necessary and he will come alone. Confirmation of this conversation and the details of the meeting are sent to Mr Cross by post.

At the end of the meeting with the senior partner, with Mr Cross’s agreement, Dr Busy is invited to join them, in order that the doctor–patient relationship can be re-established.

After the meeting Mr Cross feels reassured. The senior partner writes to him again to confirm the main points that they discussed at the meeting and confirming that Local Resolution is now completed. Mr Cross’s rights through the Ombudsman are reiterated in this letter.

 

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