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Addressing a complaint (Responding to claim and management of the patient,…
Addressing a complaint
Overview
Where complaints arise
Attempt to deal with the healthcare provider first
May involve the hospital's patient rep.
If not satisfied: involve the VIc Health Services Commissioner
Management
Should be dealt with immediately
Establish the nature/motivation of the complaint
Establish the facts and try to resolve difficulties
Open ended questions
Brice questionaire for awareness - verify genuine explicit vs implicit vs recall from recovery vs dreams vs factitious
Sequele of awareness: PTSD
Responding to claim and management of the patient
Acknowledge complaint/awareness
Show remorse, apologise - without claiming blame
Offer explanation - awareness is a known complication of anaesthesia (discuss treatment options)
Empathy!
Outline process for resolution of concerns (anaes clinic, psychology, future anaes plans)
Explain management of complaint and changes in practice
Document in notes
Discuss with hospital complaints manager
If formal complaint, formal response (written) should be provided.
Management of the anaesthetist
Notify med indemnity provider and obtain advice
Consider preparing a formal statement of events while details are still fresh
Seek advice from mentors or senior colleagues who may have had this experience before
Medical support group - doctors health advisory service
Personal
Involve partner
Consider taking time off work
Encouraged to continue with hobbies and not to withdraw
Involve GP
How to improve quality
Recognition
Processes