Exam Pass Notes

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Recognising Complaints

• Concerns often start as dissatisfaction, frustration or a request for a review.
• Do not dismiss an issue because the person did not use the word complaint.
• Offer privacy where it is feasible and safe to do so.
• Ask a supervisor if you are unsure whether a concern needs formal handling.
• Informal comments may indicate repeated problems or safety risks and should be noted.

First Response

• Listen and acknowledge the person's concern without becoming defensive.
• Apologise for the experience where appropriate, but avoid promising specific outcomes.
• Do not carry out an investigation at the reception desk unless that is part of your authorised role.
• Avoid blaming colleagues, speculating or promising disciplinary action.
• Address any immediate healthcare needs separately from the complaint process.

Records and Routes

• Record the patient’s words, key facts and any immediate safety concerns.
• Refer the concern to the correct complaints or feedback process promptly.
• Explain the complaints route clearly and in accessible language.
• Do not promise timescales or outcomes beyond the approved information provided by your organisation.
• Share complaint information only with those who need it for care, safety, governance or complaint handling.

Learning and Support

• Repeated reports of dissatisfaction can indicate a system issue that needs review.
• Complaints should inform local learning and service improvement.
• Staff should be offered support after stressful complaint contacts.
• Manage abuse and threats according to your staff safety policy.
• Use learning to improve systems rather than to place blame on individuals alone.