Peter Fox wrote:
>
> We are setting up a new Coop in North Durham. Presently looking at how
> best to organise the complaints proceedures for it. Anyone out there in
> existing Coops with protocols for same willing to share their current
> system in dealing with the punters perceived problems?
> --
> Dr.P.S.Fox, [log in to unmask]
> Consett Medical Centre
> England
Peter
We (a network of lawyers) are presently discussing with local GPs
setting up a claims risk management system outside of the insurers, ie
for handling actual and potential complaints before the patient goes to
the lawyer. From our perspective as plaintiff lawyers we learn a lot of
what motivates a patient to take legal advice (and its not all
encouragement from 'ambulance chasing' lawyers as the tabloids would
have it). The single most common factor is that most doctors, whether
through pressure of time and work or whatever, simply do not have (or
may be do not choose to display) adequate personal communication skills
when dealing with patients. Get those right and you reduce complaints
and litigation.
Research into other complaints procedure systems, particularly in
hospitals, show then to be too rules heavy and bureaucratic. We are
focusing on practical steps that do not require the patient to fill in
forms or see other doctors and also practical advice on ongoing patient
care management that will minimise negligence from occurring in the
first place. This is not 'defensive medicine' but careful medicine, such
as often, albeit innocently, can be overlooked under the strains and
sometimes conflicting pressures of a general pracice. We have experience
of large numbers of case histories when things go wrong, whereas most
doctors see only a small number of negligence problems as they affect
their own practice albeit a large number of general 'complaints'.
To clarify we do not act for doctors in any defence but see advising
preventatively as fully in keeping with our policy and principles as
plaintiff lawyers.
I would be very interetsed to exchange ideas from others as to the sort
of systems they are setting up.
Graham Ross
A.L.e.R.T.
http://www.alertuk.com
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
|