Overview
The Consumer Rights Act 2015 made it easier for patients to understand their rights as consumers of goods and services and to know what they can reasonably expect from any service they receive. It allows them to claim a refund, repair, or replacement if the quality of their treatment is not satisfactory or the treatment is not fit for purpose or as described. So, resolving patient complaints without delay is vital for good relations.
Your practice systems for handling complaints alongside a confident team will help you manage complaints and feedback in a consistent way.
A lead person to manage complaints will help you ensure that your patients have the information that they need to provide feedback and that all team members understand your practice procedures. If you work with an NHS contract, you must comply with the relevant timescales for acknowledging, investigating, and responding to a complaint.
