ADMIN/NON MEDICINE
COMPLAINTS
PromptImportant aspects to immediate response to a complaint
ResponseEarly contact w complainant
Neutral, empathetic, non-judgmental
Express regret without liability
Treat the complaint seriously
Senior staff/consultant to handle
Neutral, empathetic, non-judgmental
Express regret without liability
Treat the complaint seriously
Senior staff/consultant to handle
PromptComplaint by other department about an ED Reg - where to gather information
ResponseInterview colleagues (other consultants, nursing staff) discretely to obtain witness accounts if possible
Meet/phone call with Medical Director to ascertain more details: Ask for specific dates and examples rather than generalized statements
Meet/phone call with Medical Director to ascertain more details: Ask for specific dates and examples rather than generalized statements
PromptPoints to consider when talking to a reg with complaints against them/underperforming/difficult discussion
ResponseOff the floor away from clinical environment. Private location, free from distractions
Establish confidential terms of meeting
Show genuine empathy for a colleague
Explore factors contributing
Enquire about physical/mental health issues
Enquire about social stressors
Explore understanding to establish RMO understanding of situation
Listen to their side of the story and document
Explain that their alleged behavior is inappropriate and cannot continue (even if they deny it)
Explain expectations
Establish confidential terms of meeting
Show genuine empathy for a colleague
Explore factors contributing
Enquire about physical/mental health issues
Enquire about social stressors
Explore understanding to establish RMO understanding of situation
Listen to their side of the story and document
Explain that their alleged behavior is inappropriate and cannot continue (even if they deny it)
Explain expectations
PromptSteps required to finalise a complaint
ResponseProvide discrete feedback to Medical Director and Head of Internal Medicine in a timely fashion, ensuring the Emergency Registrar’s confidentiality is maintained.
Follow up with the Emergency Registrar
Document the complaint and the outcome
Consider implementing 360 feedback for all emergency registrars as part of your feedback process
Follow up with the Emergency Registrar
Document the complaint and the outcome
Consider implementing 360 feedback for all emergency registrars as part of your feedback process