Clinical Incidents and Complaints: Understanding, Management, and Prevention

 
 
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Be able to recognise and react correctly to a
clinical incident
 
Understand why patients/families complain
 
Know ways to behave which can reduce the risk of
provoking a complaint
 
Be able to recognise adverse events and
complaints as a source of learning
 
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What is a clinical incident ?
 What should you do ?
 Who should you tell ?
 
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Diagnosis
Investigations
Treatment planning
Prescribing
Clinical Procedures
Record keeping
Failure of team working
 
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Ward sister/matron
Ward registrar
Consultant
Enter on Trust reporting system e.g. ‘DATIX’ in
Hull
 
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The Trust clinical governance department collates them into categories
and severity.
Departmental governance leads review all their own reports and
investigate/feedback. Becomes part of departmental internal
governance and learning.
The most serious (involving serious injury or death) are called Serious
Incidents (SI), and move onto a much higher level of reporting and
investigation.
 
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Why do patients/relatives complain?
What do Trusts do with complaints?
How can we avoid them?
 
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Bereavement reaction
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Denial / Anger / Grief / Acceptance
‘I don’t know what happened’
‘Why did it go wrong?’
‘It went wrong – someone must be blamed”
 
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 Senior clinicians
 Openness
 
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Anticipate when a problem may be arising
Address patient concerns early
Avoid mis-communication
Involve senior staff
Involve PALS (Hull) or equivalent Patient
Advocacy Liaison Service
)
 
“Information from
complaints is
under-exploited as a
learning resource”
 
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What do you think you have learned?
 
What are you going to study further?
 
What could be done to improve this module?
Slide Note

There are many statistics showing how often things go wrong to patients in hospital. Some of these things are unavoidable parts of the illness, but others are not. Thinking about why clinical incidents and complaints happen highlights things about our everyday behaviours that can be changed to reduce the risk of further incidents.

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Explore the definition of clinical incidents, learn how to recognize and react to them, understand patient complaints, and discover ways to prevent incidents and complaints in healthcare settings. Discover who to report incidents to and how healthcare organizations handle complaints. Gain insights into why patients complain and how healthcare trusts address complaints with openness and early meetings rather than letters.

  • Clinical Incidents
  • Patient Complaints
  • Healthcare Management
  • Incident Reporting
  • Patient Safety

Uploaded on Aug 09, 2024 | 0 Views


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  1. Clinical Incidents & Complaints Dr David Eadington

  2. Learning Objectives Be able to recognise and react correctly to a clinical incident Understand why patients/families complain Know ways to behave which can reduce the risk of provoking a complaint Be able to recognise adverse events and complaints as a source of learning

  3. Questions for you to reflect on: What is a clinical incident ? What should you do ? Who should you tell ?

  4. Definition Clinical Incident: a situation or event causing potential or actual harm to the patient or staff. Diagnosis Investigations Treatment planning Prescribing Clinical Procedures Record keeping Failure of team working

  5. Who to tell? Ward sister/matron Ward registrar Consultant Enter on Trust reporting system e.g. DATIX in Hull

  6. What happens to clinical incident reports ? The Trust clinical governance department collates them into categories and severity. Departmental governance leads review all their own reports and investigate/feedback. Becomes part of departmental internal governance and learning. The most serious (involving serious injury or death) are called Serious Incidents (SI), and move onto a much higher level of reporting and investigation.

  7. Complaints Why do patients/relatives complain? What do Trusts do with complaints? How can we avoid them?

  8. Why do patients complain? Bereavement reaction o Denial / Anger / Grief / Acceptance I don t know what happened Why did it go wrong? It went wrong someone must be blamed

  9. What do Trusts do with complaints? Early meeting, not letters Senior clinicians Openness

  10. How can we avoid them? Anticipate when a problem may be arising Address patient concerns early Avoid mis-communication Involve senior staff Involve PALS (Hull) or equivalent Patient Advocacy Liaison Service)

  11. Information from complaints is under-exploited as a learning resource

  12. Have you achieved the learning objectives? Final Assessment What do you think you have learned? What are you going to study further? What could be done to improve this module?

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