Posts Tagged: complaints

Recognising the sparks – handling complaints

Have you heard the saying: From a little spark a great fire can be kindled. I’m going to use sparks as a metaphor for feedback. You can recognise those sparks of feedback and deal with them in different ways. You don’t know where that spark might lead but you can direct it’s course by taking appropriate action. We’re going to look at different types of sparks, recognising the sparks – both positive and negative and then handling sparks and conclude with a few warnings. Where is your spark leading? Often Continue Reading »

Your complaints procedure – it’s essential

This month we are going to be covering the subject of handling complaints. In my opinion handling complaints is one of the key components of good practice alongside good consent procedures and good communication. A complaints policy is compulsory We will consider your complaints procedure, handling complaints, learning from complaints and using feedback for professional development. We will also consider the Duty of Candour. These subjects relate to standards D3 and D4 in Theme D Professionalism. Under standard D4 it is compulsory for osteopaths to have a complaints policy in Continue Reading »

Learning from clinical experiences

Inevitably in your career you are going to have experiences that cause you an upset.  This could be a complaint against you – formal or informal, an adverse event after treatment, principal-associate issues, business disputes or lots of other situations.  A bad experience can really knock your confidence and have negative effects on how you practice.  Equally a bad experience could become a positive experience helping to develop and inform your practice to become a better practitioner. Negative or Positive? There are two factors that can make all the difference Continue Reading »

Advice on what to do in the event of a Complaint or Claim

By David Balen MD Balens Specialist Insurance Brokers None of us know when we may find ourselves in a potential claim situation.  You have purchased your insurance to give you peace of mind, knowing that should you ever find yourself in such a situation, you will have the back up to help and support you through the process.  However the reality is that regardless of the insurance, a complaint or claim against you or your business can be very stressful, time consuming and costly, with potential unexpected knock on effects Continue Reading »

What happens when a complaint is made?

Do you know how many committees the General Osteopathic Council has for dealing with complaints?  The answer is three – the Investigating Committee, the Professional Conduct Committee and the Health Committee.  The three committees for investigating allegations against osteopaths are statutory with their specific functions laid down in the Osteopaths Act 1993. If a complaint is made against an osteopath there are several stages that take place. Investigating Committee This committee conducts the initial investigation into a complaint against an osteopath.  The complaint may include unacceptable conduct, incompetence or ill Continue Reading »