Training Fact Sheet for Complaints Handling
Role: Complaints Coordinator / Practice Manager
Purpose: To ensure efficient, transparent, and patient-focused handling of complaints in the clinic.
Key Responsibilities
- Coordinate the complaints resolution process.
- Act as the primary contact for receiving, investigating, and resolving complaints.
- Maintain documentation, ensuring compliance with privacy legislation.
- If necessary, consult with relevant stakeholders, including clinicians, staff, patients, and external bodies.
- Promote a culture of continuous quality improvement based on feedback.
Complaints Handling Policy Overview
Definition of a Complaint
- Any expression of dissatisfaction regarding the services provided.
- Complaints can be verbal, written, formal, or informal.
Patient Rights
- All patients have a right to:
- Register a complaint.
- Expect a timely, respectful, and fair resolution.
- Provide complaints anonymously if desired.
Complaints Process
| Step | Action Required |
|---|---|
| 1. Receiving the Complaint | – Listen actively and empathetically.- Record the complaint (verbal or written).- Offer a formal complaint form if necessary. |
| 2. Documenting | – Acknowledge receipt via phone or written letter.- Inform the complainant of the next steps and investigation timeline. |
| 3. Acknowledging | – If unresolved, provide the contact details of the Health Complaints Commission (HCC) or other appropriate bodies. |
| 4. Investigating | – Investigate the complaint.- In clinical matters, consult with relevant clinical or legal advisors. |
| 5. Resolving | – Meet with staff as required to address the issue.- Discuss resolutions with the complainant.- Aim for a mutually beneficial outcome. |
| 6. Follow-Up | – Document outcomes and actions.- Communicate changes or improvements made as a result.- Review process in staff meetings. |
| 7. Escalating | – If unresolved, provide the contact details of Health Complaints Commission (HCC) or other appropriate bodies. |
Recording Complaints
- Maintain a Complaints Register.
- Include:
- Date received
- Patient name (or anonymous)
- Details of complaint
- Actions taken
- Outcome and follow-up
- Regularly review the register to identify trends and common issues for Quality Improvement.
Handling Verbal Complaints
- Move the discussion to a private area.
- Acknowledge the patient’s concerns and listen carefully.
- Keep calm and professional.
- Document all details promptly.
- Provide reassurance that the matter will be investigated.
Mandatory Requirements
- Complaints must:
- Be managed promptly and documented.
- Be resolved wherever possible within the clinic.
- Comply with laws, policies, and privacy legislation.
- Be escalated to external bodies when unresolved.
External Contacts
- Health Complaints Commission (HCC): Contact details should be available in the clinic information materials.
- National Privacy Commissioner:
- Privacy Hotline: 1300 363 992
- Website: privacy.gov.au
Quality Improvement Initiatives
- Keep a suggestion box in the waiting area.
- Use electronic surveys for additional patient feedback.
- Categorize complaints into:
- Formal and Informal.
- Verbal and Written.
- Regularly review complaints to implement quality improvements.
Best Practices
- Acknowledge the patient’s right to complain.
- Provide an open, constructive, and transparent response.
- Address complaints promptly to prevent escalation.
- Ensure complaints do not adversely affect patient care.
- Offer an apology when appropriate.
- Regularly train staff on the complaints process.
Further Information
- Quality Accreditation Resources: Relevant accreditation bodies or quality improvement frameworks.
- RACGP Toolkit (Managing Quality): racgp.org.au
- Customer Complaints Management: Guidance at business.gov.au
Remember
Handling complaints effectively improves patient trust and highlights areas for improvement in your clinic.
“Patient complaints are growth opportunities.”
Download the PDF document.
More resources for Practice Managers HERE.