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Complaints Handling — 2: Escalation, learning and difficult complaints

1. If they remain unhappy — where next

2. The GDC, the internet, and complaints that do not stop

3. Learn, record, close the loop

Complaints Handling 2 – Assessment

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Complaints Handling 2 – Assessment

Complaints Handling — 2: Escalation, learning and difficult complaints
Complaints Handling 2 – Assessment

Answer all questions. Pass mark: 80%.

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Question 1 of 8

1. Question

Every local complaints response should:

Refuse to say what they can do next
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Signpost the next step if they remain unhappy
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Tell them only to post on social media
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Close with “take it or leave it”
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Question 2 of 8

2. Question

The Dental Complaints Service is mainly for:

Fitness-to-practise investigations of NHS fraud
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Helping resolve many private dental treatment and service complaints
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Issuing IR(ME)R entitlements
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Replacing CQC inspections
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Question 3 of 8

3. Question

The GDC’s primary role is:

To refund private fees as a first-line service desk
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Public protection through regulation of professionals
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To write Google replies for the practice
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To set NHS band 2 prices
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Question 4 of 8

4. Question

A public reply to an online review should:

Set out the full clinical history and medical conditions
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Avoid identifiable clinical detail and invite them to use the complaints procedure
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Name the nurse and their home address
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Copy the radiograph into the comments
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Question 5 of 8

5. Question

Calling a complaint “vexatious” is appropriate when:

They asked a second question because you had not answered the first
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It is a high bar — not a label for someone who is still waiting for a proper answer; take advice before restricting contact
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They owe £20
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They prefer NHS
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Question 6 of 8

6. Question

Once a complaint is in view, clinical records should be:

Silently overwritten to look better
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Left intact; add a dated amendment if a fact must be corrected
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Deleted
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Posted on the website
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Question 7 of 8

7. Question

Repeated similar complaints about the same process suggest:

Three unlucky patients only
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A system issue to log, discuss (without naming people in an open forum), and change
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That complaints should be banned
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That reception should argue more
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Question 8 of 8

8. Question

NHS and private escalation routes:

Are always identical in every UK nation
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Differ by NHS versus private care and by UK nation — your leaflet must name the bodies that actually apply
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Always start at the GDC
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Are optional if you are a small practice
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