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Complaint management service

Effective complaint management is essential for maintaining patient trust

Comprehensive complaint management services

Complaint management service

We understand that effective complaint management is essential for maintaining patient trust and ensuring high standards of care in primary care organisations. Our comprehensive complaint management services are designed to help you handle complaints efficiently, resolve issues promptly, and enhance overall patient satisfaction.

Additionally, we provide specialised support for electronic data entry and compliance (eDEC) completion, ensuring that all your complaint management activities meet the required standards and are accurately recorded. Importantly, we also offer to manage complaints on your behalf, allowing you to focus on providing exceptional care.

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Comprehensive complaint management

Handling complaints on your behalf

We will handle your entire complaint process, from receipt to resolution, including direct patient communication, investigation, and implementing solutions.

Developing procedures

We will collaborate with you to establish and refine your complaint handling procedures, ensuring they are clear, consistent, and compliant with relevant regulations and best practices.

Process mapping

We will map out the entire complaint process to ensure all steps are well-defined and efficiently managed.

General Practice Solutions training and support

Training and support

How we will assist you:

Staff training
We will provide comprehensive training for your staff on handling complaints effectively, including communication skills, empathy, and problem-solving techniques.

Ongoing support
Our team will offer continuous support and guidance to your staff, helping them navigate complex cases and refine their approach to complaint management.

Complaint investigation & resolution

How we will assist you:

Investigation support
We will conduct thorough investigations into complaints, ensuring that all relevant information is gathered and analysed to determine the root cause of the issue.

Resolution strategies
We will develop and implement resolution strategies that address the underlying issues, providing recommendations for corrective actions and improvements.

General Practice Solutions complaint investigation and resolution

Documentation & reporting

How we will assist you:

Record keeping

We will assist in establishing and maintaining accurate records of all complaints and their resolutions, ensuring that all documentation is complete and compliant with regulatory requirements.

Reporting

We will provide regular reports on complaint trends, analysis, and performance metrics, helping you identify areas for improvement and monitor the effectiveness of your complaint management system.

Patient communication

How we will assist you:

Communication guidelines

We will help develop clear guidelines for communicating with patients who have lodged complaints, ensuring that responses are timely, respectful, and informative.

Feedback mechanisms

We will implement mechanisms to collect and act on patient feedback, turning complaints into opportunities for enhancing patient care and service quality.

EDEC completion

How we will assist you:

Continuous improvement

How we will assist you:

Review and evaluation

We will conduct regular reviews of your complaint management processes to identify areas for improvement and ensure that your procedures remain effective and up-to-date.

Best practices

We will provide recommendations for adopting best practices in complaint management, helping you continually enhance your approach and achieve higher levels of patient satisfaction.

Why choose our services?

Enhance your organisation’s complaint management and eDEC compliance with us

By investing in our comprehensive complaint management services and eDEC completion, you empower your primary care organisation to handle complaints efficiently, resolve issues effectively, and achieve full compliance with eDEC standards.

Our expert team is here to manage complaints on your behalf, allowing you to focus on delivering outstanding patient care.

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