Accreditation practice pointer: our practice has a complaints resolution process

C3.1 D Our practice has a complaints resolution process.

RACGP Standards for general practice

General practice must have a system for collecting patient feedback, whether it be praise and complaints. Furthermore, there needs to be a system to record, review and manage complaints.

Practices can achieve this by:

• keeping a log or ledger of complaints

• placing a suggestion box in the waiting room and regularly review suggestions

• establishing and follow a process for dealing with suggestions and complaints.

When patients do complain, general practices might support the patient by:

• acknowledging the patient’s right to complain

• working with the patient to resolve the issue, where possible

• providing a prompt, open and constructive response, including an explanation and, if appropriate, an apology

• ensuring the complaint does not adversely affect the patient’s care (in some cases, it may be advisable to refer the patient to another practitioner or to another practice)

• complying with laws, policies and procedures relating to complaints.

Practices need to try to resolve any complaints within the practice team. Should this not be possible, the practice should contact the medical defence organisation for further advice. Ultimately, practices want to avoid any patient complaint being escalated.

The RACGP also recommends general practices be familiar with Section 3 of the Medical Board of Australia Good medical practice: A code of conduct for doctors in Australia (www.medicalboard.gov.au/Codes-Guidelines-Policies.aspx), which contains advice about managing complaints in general practice.