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Writing a complaint response

Now that you've listened to the podcast, 'Writing a complaint response', 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 30 minutes of reflective learning. 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.

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Please tell us a little about yourself so we can complete your certificate if you pass:
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:

1. Complaints should be acknowledged within five working days in England. *This question is required.
2. Including an apology in a complaint response is not an admission of liability. *This question is required.
3. An apology along the lines of, ‘I am sorry that you feel our care was poor,’ is a good way of including an apology in your response without suggesting that anything went wrong. *This question is required.
4. Copying and pasting the consultation notes into the response letter is helpful to allow the patient to see a record of their care. *This question is required.
5. You should answer each point of the complaint. *This question is required.
6. A complaint response should only contain comments about reflection if it is felt that something has actually gone wrong. *This question is required.
7. The complaint response should always confirm that complaints about doctors will be discussed in their next annual appraisal. *This question is required.
8. Most complaints should be discussed at a significant event audit (SEA) meeting. *This question is required.
9. When something has gone wrong, it is sufficient to say that the investigation has confirmed this. *This question is required.
10. An offer of a complaint resolution meeting should always be included. *This question is required.
11. Complaint resolution meetings should have someone present (such as the practice manager) to take minutes. *This question is required.
12. You are not obliged to include the right of referral to the PHSO in a complaint response. *This question is required.
13. The final response should be signed off by the Responsible Person for complaints, or someone authorised to act on their behalf, within the organisation. *This question is required.
14. Where complaints are made about several staff members, in order to simplify the response only one person should be involved in investigating and writing the response. *This question is required.
15. Complaint correspondence should be stored in the patient’s medical records. *This question is required.
MDU Services Limited (MDUSL) is authorised and regulated by the Financial Conduct Authority for insurance mediation and consumer credit activities only. MDUSL is an agent for The Medical Defence Union Limited (MDU). MDU is not an insurance company. The benefits of MDU membership are all discretionary and are subject to the Memorandum and Articles of Association. MDU Services Limited, registered in England 3957086. Registered Office: One Canada Square, London E14 5GS
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