Complaints upheld against Borders medical practice

by OUR HEALTH CORRESPONDENT

A medical practice in the Scottish Borders has received a severe ticking off from the public services watchdog following complaints and allegations concerning its appointment arrangements, its phone lines and its frontline staff.

The Scottish Public Services Ombudsman [SPSO] has not named the health centre concerned in a report setting out its decision following an investigation.

But staff at the practice have been ordered to apologise to the anonymous complainer - known only as C -  for failing to respond to him or her reasonably after the Ombudsman criticised the tone and language used in the response.

According to the SPSO report: "C had made a complaint to the practice about communication and the service provided by them, particularly in relation to their appointment services, phone lines, and frontline staff. C was concerned by the content and tone of the practice’s complaint response."

The watchdog's team found that the practice’s handling of C’s complaint was unreasonable, including the tone and language of their response and a failure to signpost the complainer to the SPSO. 

"We considered some of the language used in their response came across as overly defensive and failed to maintain an appropriately conciliatory tone. The practice also failed to have an appropriate two-stage complaint procedure in place that follows the NHS Scotland Model Complaints Handling Procedure, as they were unaware this applied to them."

In upholding the criticisms outlined in the case, the SPSO has recommended the following actions by the practice:

"Apologise to C for failing to respond to the complaint reasonably. The apology should meet the standards set out in the SPSO guidelines on apology.

"In relation to complaints handling, we recommended: Complaint responses should acknowledge the complainant’s experience and, in presenting the facts, should use appropriate conciliatory language and tone with the intention of maintaining positive relationships wherever possible.

"The practice should have a complaint procedure that is in line with the NHS Scotland Model Complaints Handling Procedure."

The SPSO has also asked the organisation to provide evidence that they have implemented the recommendations made in this case by the deadline set.

A health service observer commented: "It's a pity the Ombudsman cannot or chooses not to name the medical practice concerned. The report suggests its patients are not receiving a very good service, and there is much room for improvement.

"Hopefully the investigation's findings will act as a wake up call for the minority of frontline staff at health centres who do not treat patients with respect and courtesy. These staff members play a vital role in ensuring service users have a positive experience. The vast majority of them are already doing a great job".