First step

Initial action on receipt of complaint

  • Log in complaint.
  • Pass to complaints lead.
  • Check whether there is any immediate action that needs to be taken in relation to the patient’s care.
  • Check whether there are any consent issues.
  • Consider whether it would be helpful to seek advice from MPS.
  • Do initial risk assessment. (MPS Guide to Resolving Complaints: The Wider Picture, p21).

The practice manager, as the complaints manager for the practice, has logged in the complaint from Mr Cross. There are no consent issues as the complaint has been received from the patient. She has been in touch with the hospital to ask for their report on Mr Cross’s attendance to see if there is any immediate action that needs to be taken on follow up. With the help of the senior partner in the practice (who is not Dr Busy), she has risk assessed the administrative issues (appointments) and the clinical issues (consultation and diagnosis). She has taken the higher risk level rating of the two as the guide to the approach to be taken. It is considered that an in-house investigation would be appropriate and proportionate to the level of risk.

 

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