Core Competency #34 – Complaints

Will provide patients with information about Practice procedure. May also coordinate procedure for handling complaints (Administrative Role)

Undertakes drafting of procedure and management of process. May establish procedures to minimise complaints; monitors practice performance. Trains staff in practice complaints procedure (Managerial Role)

Will review, amend and evaluate performance. May advise on procedural requirements, staff training needs, and patient involvement (Strategic Role)