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Handling difficult or unreasonable complainants |
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Written by Complaints Manager
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Habitual and/or unreasonable complainants are becoming an increasing problem for NHS staff. Difficulty in handling such complainants places additional strain on time and resources and may cause undue stress to staff who may need support in difficult situations. All NHS staff are trained to respond with patience and empathy to the needs of complainants, however, there are times when there is nothing further that can be done to bring a real or perceived problem to resolution.
It is also recognised that a persistent complainant should be protected by ensuring that they receive a response to all genuine grievances and are provided with details of independent advocacy. The Parliamentary and Health Service Ombudsman also clearly sets out the responsibility on Trusts to ensure that it deals with people and issues objectively and consistently and that all decisions and actions are proportionate, appropriate and fair. In determining arrangements for handling such complaints, staff are presented with the following key considerations:
- To ensure that the complaints procedure has been correctly implemented so far as possible and that no genuine element of a complaint has been overlooked or inadequately addressed.
- To be able to identify the stage at which a complainant has become habitual or unreasonable.
- To ensure an equitable, fair and proportionate approach to complaints handling.
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Last Updated ( Tuesday, 05 January 2010 11:38 )
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