Posts Tagged: complaints

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 »

Are you confident in your complaints procedures?

This may be the policy you hope you will never need to use but I would argue that it is a policy that you need to be using regularly.   It is a requirement of Practice Standards that you have a procedure for responding to complaints.  With good procedures in place you will be able to resolve most complaints to your patient’s satisfaction and avoid any escalation to a formal complaint to your regulator.  On a positive note a complaint is an opportunity to learn and develop your practice.  If you Continue Reading »

Complaints – the FEAR

There is a great weight, a great fear that lurks over every osteopath – the fear of receiving a complaint.  For the next month we are going to look at complaints and consider how to avoid complaints and what a good complaints procedure looks like. It could be argued that there is nothing wrong with a little healthy fear to keep practitioners alert and maintaining high standards.  To put it in perspective though: A study (Carnes, 2016) of concerns recorded in 2014 showed that incidence was very small <0.004% of Continue Reading »

Learning from complaints and concerns latest report

NCOR has published its report for 2013-15 on complaints and concerns raised about osteopaths.  It is well worth reading to gain an understanding of weak areas in the profession and to learn from others to maintain safety and confidence in your practice. Complaints and concerns rose to 369 in 2015, a significant increase from the 257 in 2014.  This was fuelled by the increase in advertising complaints which were 156, compared to 9 in 2014.  As usual concerns are almost half and half between conduct and clinical care.  If we Continue Reading »

Fear and anxiety or confidence and ease?

When Mint has stands at exhibitions and conferences we often take an example of our complaints poster. It is interesting to hear the response from people when they have a look at it: As you can see it is designed to encourage feedback from patients – both positive and negative. This is the way in which you can learn and develop your practices. It is encouraged in the practice standards that you make patients aware of how they can give feedback about the service they receive. (D7) One of the Continue Reading »