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Managing patient complaints - MDU journal CPD

Now that you've read the article, 'Managing patient complaints' in the MDU journal, test your knowledge of the subject by answering the following true-or-false questions.

If you score 80% or more, you'll be directed to the certificate page worth 1 CPD credit. Make sure you include your name at the start of the test so it appears on your certificate.

IMPORTANT: You'll need to print or save your certificate page so you can add it to your portfolio. If you're unsure how to do this we recommend looking online for the right method for your web browser.

If you don't reach the pass mark, you're welcome to read the article again and have another go at the test.

Your feedback is greatly appreciated and will help us to improve and develop more e-learning modules in the future. You can email any comments or suggestions to the address given at the end of the test.

This e-learning module has been approved for 1 distance-learning CPD credit by the Federation of the Royal Colleges of Physicians of the UK. The expiry date for CPD approval is August 2021.

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So that we can give you a CPD certificate, please tell us a little about you:
This question requires a valid email address.
Which of these best describes you: *This question is required.

Mark each of the following true or false:

Complaints process
1. A formal complaint is defined as one made in writing, whether by post, email or fax. *This question is required.
2. Any expression of dissatisfaction should always be escalated to the complaints manager, and reception or clinical staff should not try to resolve concerns directly. *This question is required.
3. A formal complaint must be acknowledged within three working days. *This question is required.
4. A complaint must be made to the surgery or hospital before the complainant can raise it with NHS England. *This question is required.
5. Although it is good practice to have a complaints procedure, only NHS organisations are obliged in law to operate a formal procedure for handling complaints. *This question is required.
6. The NHS complaints regulations state that complaints must usually be made within 12 months of either the incident that gave rise to the complaint or of the matter coming to the complainant's attention. *This question is required.
7. A patient can authorise another person to bring a complaint on their behalf. *This question is required.
8. A complaint response must be sent by registered post and not by electronic/digital means. *This question is required.
Investigating and responding to a complaint
9. It is not appropriate to take accounts from staff members who no longer work at the organisation. *This question is required.
10. The most up-to-date clinical guidelines available should be used to assess the appropriateness or otherwise of the clinical care. *This question is required.
11. The response letter only needs to advise complainants of their right to seek review from the relevant ombudsman where the concerns expressed are serious and the patient has suffered harm. *This question is required.
Meetings with complainants
12. There is a statutory requirement to offer to meet with complainants to discuss their clinical care. *This question is required.
13. It is usually appropriate to share any record made of the meeting with the complainant, so all parties can agree that it is accurate. *This question is required.
14. If a formal complaint is resolved through a meeting, there is no need to issue a written response. *This question is required.
15. A complaints meeting must always involve the person being complained about. *This question is required.

Mark whether the following statements as true or false:

'The health service ombudsmen…'

16. '…are NHS bodies responsible for reviewing complaints not resolved at a local level.' *This question is required.
17. '…will review clinical and administrative issues raised in a complaint as well as reviewing how the complaint was handled.' *This question is required.
18. '…can normally be directly approached by complainants who would prefer not to raise concerns with the organisation providing care.' *This question is required.
19. '…do not have jurisdiction over complaints made about privately funded health care.' *This question is required.
20. The same ombudsman is responsible for review NHS complaints across all the UK jurisdictions. *This question is required.
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