Handle a patient complaint

Log, look into it and give a written answer that follows NHS complaint rules.

1. Log the complaint
2. Acknowledge within three working days
3. Check notes and talk to staff
4. Check if duty of candour applies. Most people forget this: If harm happened, duty of candour has its own steps and time limits
5. Write the reply
6. Approve the reply (Clinical lead signs off)
7. Explain the right to go to the Ombudsman

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