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13LEGAL MEDICOMAGAZINESponsored by:visitors on a daily basis and leads the way by very visibly doing this himself. His team meetings include a standing agenda item on ‘how are we doing’ to review the feedback they collect, discuss any action needed and review the implementation of changes made.When they receive a formal complaint, a senior team member calls or meets with the complainant within a couple of days to demonstrate that they take the concerns seriously. This early conversation also helps in understanding the issues and what the complainant wants to achieve. It is also a good chance to explain how the matter will be investigated, how the complainant will be involved and kept updated, and how long it is likely to take.The clinician also feels it is essential for staff to feel supported and involved in the process, by making it clear that it is a matter for the team and they were not alone. It is not about blame and ‘pointing the finger’ but rather learning and accountability.Research around procedural justice shows that the more a person feels that the process has been fair, the more likely they are to accept a decision that goes against them. What people want in complaint decision-making includes:• a real opportunity to be heard and have input into the process before a decision is made;• to see how decisions are made via clear, understandable and transparent rules; and• complaint handlers showing they are acting neutrally by basing decisions on objective information and appropriate criteria.Top tips for handling patient complaints• Making a complaint takes courage. Patients often fear that speaking up could affect their care, so be clear that complaints and feedback are welcome as a means of improving services.• Show patients that complaining will make a difference and promote any changes already made in response to complaints and feedback. People are more likely to speak up if they feel they will be listened to. • Always look beyond the complaint in front of you to understand what may have led to it. This will help you identify wider concerns, issues or themes. For more information go to www.ombudsman.org.uk