Accreditation practice pointer: coordinating complaint resolution

C3.2 E Our practice has at least one team member who coordinates the resolution of complaints.

RACGP Standards for general practice

All complaints to general practice need to be resolved efficiently and effectively. Thus, there must be one member of the practice team responsible for managing and resolving complaints.

The designated team member must maintain a record of how complaints are managed, like a Complaints Register, for example. There must be minutes taken at every internal meeting that includes discussion on how patient complaints are being dealt with.

This team member must understand their responsibilities and be trained accordingly. This role needs to have its own position description. Other members of the practice team must understand the responsibility of this role, and that their colleague holds the role.