In the UK, associations registered under the National Health Service work under particular guidelines to ensure that the quality of the services they provide is advanced and that the high standards already set are insured by building a viable environment (Braithwaite & Travaglia, 2008). These guidelines make up what is referred to as clinical governance, which comprises of risk and incident management, quality assurance, and quality improvement. These regulations are set up to enable medics, and the sick, as well as their families, to be able to convey their concerns about their workplace and services provided to them, respectively. This framework also aids the management in working on the problems issued by the medical practitioners and the patients and their families.
Why, How, and Prevention of Patient Complaints
Detrimental hospital happenings often lead to complaints from patients. However, not all of them lead to complaints. According to studies, patients want a detailed explanation of what happened to them, admission from clinical officers that they committed the mistake, any negative ramifications of the blunder, and whether or not there are ways of changing what has happened to prevent any effects.
In most cases, patients complain to the medic administering treatment to them, but they sometimes use the local complaints policy and report through the complaints manager. Complaints made through the former channel are considered more official, and the manager may solve them through an internal inquiry or via a one-on-one meeting with the doctor.
The best determent to such occurrences is by involving health professionals in communication skills seminars that teach them how to deal with patient complaints.
Health Professionals Complaint Process
In Washington State in the United States of America, the government has an online complaint process that healthcare professionals follow. Clinical officers are required to fill complaint forms that are available online then send them via email. Evidence of mistreatment at the workplace is done in the form of attachments. When the complaint is received, the board undergoes a review process to determine whether or not the action was a violation of the law. All of these are guided by the Administrative Procedure Act under 34RCW.