What are the steps to take in reviewing a complaint?
• Contact the complainant, explain the complaints process, obtain further or better particulars, clarify their concerns and identify the issues requiring attention. • Identify the information needed and how it will be obtained. • Advise the respondent clinician of the concern, its nature and the proposed course of action, except where to do so would prejudice the complaints process or place a person, including the complainant, at risk. A respondent clinician should be advised of what material will be taken into account in reviewing a complaint. At least 24 hours notice should be given, where possible, of the need to attend a meeting to discuss a complaint. • Determine the scope and method of the complaints process. The method adopted will depend on local circumstances and the nature of issues in the complaint. The process may involve a structured investigation and/or observation of performance, review of records, indicator data and variation reports and may identify appropriate standar
