NURSING ACADEMY OF EAST KOTAWARINGINwww.akperkotim.ac.idBy.
Group 13ALL MEMBER OF GROPM. Roni Kurniawan NIM :
1414401D066Muhammad Neco NIM : 1414401D069JALAN BATU BERLIAN NO.
11TELEPHONE : (0531)22960/FAX (0531)22960
MANAGING CRITICISM AND COMPLIMENTS
LEARNING OUTCOMESBy the end of this chapter you will have an
understanding of the complaints procedure and processes in the
healthcare environment and what to do when you receive
compliments.
CONCERNS AND COMPLAINTS
CONCERNS AND COMPLAINTSThe NHS Constitution states: The NHS
commits when mistakes happen, to acknowledge them, apologise,
explain what when wrong and put things right quickly and
effectively.
MANAGING CRITICISM AND COMPLIMENTSWHO CAN RAISE A CONCERN/
COMPLAINT?Anyone who has received treatment from an NHS trust can
raise a concern/complaint with that trust. If the person is unable
to do so by themselves, a carer, relative or friend can act on
their behalf, after obtaining their permission to do so.
SO WHAT DO YOU THING ABOUT THIS PICTURE ?
THIS PICTURE WEE CAN SEE PEOPLE JUST NOT WHAT TO HEAR CRITICISM
AND COMPLIMENTS
MANAGING CRITICISM AND COMPLIMENTSThe complainant to advise them
of this and where possible indicate the new expected response date.
All formal complaints will receive a full explanation in writing
from the hospitals Chief Executive. All written complaints must be
acknowledged within 3 working days of receipt. Where complaints are
addressed to the Chief Executives Office they will be forwarded to
the ACT for acknowledgement.
COMPLIMENTS
As a nurse or assistant practitioner you are expected to keep a
portfolio as evidence of your continuing professional development.
This should include sections on reflection in practice and all the
study sessions you have attended. You may be asked to bring this
with you when attending interviews. It is therefore considered good
practice to include in this portfolio evidence of any patients
complaints, and how you dealt with them. Do not forget to include
thank you letters and cards from grateful patients who have
complimented you on your care.
MANAGING CRITICISM AND COMPLIMENTSYou are a newly qualified
nurse assigned to the out-patient clinic. A male patient has been
waiting for 40 minutes in a packed waiting room, waiting to be
seen, and has complained to you about this. You have apologised for
the delay and have offered to find out when he will be seen.
However, the patient now becomes aggressive. What strategies do you
use to reduce his agression? Dont forget to ensure that you
document any incident of aggression and inform your manager.
DEALING WITH AGGRESSION IN THE HEALTHCARE ENVIRONMENTNOTE: as a
student nurse, assistant practitioner or health care assistant, you
should always refer a complainant to a more senior member of staff.
Should a patient become aggressive while relaying their complaint
to you in person there are certain strategies that you can use to
de-escalate the situation.
THANKS YOU
