Revisited
Nursing associates must ensure that documentation is in a format that can be followed and understood by others
All records made by a nursing associate must be clear, accurate and unambiguous
Local policies on safe storage of records must be read, understood and adhered to
References
1 Access to Health Records Act . (1990) [online] Available: https://www.legislation.gov.uk/ukpga/1990/23/contents. Accessed 21 August 2019.
2 Access to Medical Reports Act . (1988) [online] Available: https://www.legislation.gov.uk/ukpga/1988/28/contents. Accessed 21 August 2019.
3 Civil Evidence Act . (1995) [online] Available: https://www.legislation.gov.uk/ukpga/1995/38/contents. Accessed 21 August 2019.
4 Computer Misuse Act . (1990) [online] Available: https://www.legislation.gov.uk/ukpga/1990/18/contents. Accessed 21 August 2019.
5 Data Protection Act . (1998) [online] Available: https://www.legislation.gov.uk/ukpga/1998/29/contents. Accessed 21 August 2019.
6 Data Protection Act . (2018) [online] Available: http://www.legislation.gov.uk/ukpga/2018/12/contents/enacted. Accessed 21 August 2019.
7 Freedom of Information Act . (2000 [online] Available: www.legislation.gov.uk/ukpga/2000/36/pdfs/ukpga_20000036_en.pdf. Accessed 21 August 2019.
8 Griffith, R. (2015) Understanding the code: keeping accurate records, British Journal of Community Nursing, 20(10): 511–514.
9 Nursing and Midwifery Council. (2018a) The code: professional standards of practice and behaviour for nurse and midwives and nursing associates, London: Nursing and Midwifery Council.
10 Nursing and Midwifery Council. (2018b) Standards of proficiency for nursing associates, London: Nursing and Midwifery Council.
11 Public Interest Disclosure Act . (1998) [online] Available: https://www.legislation.gov.uk/ukpga/1998/23/contents. Accessed 21 August 2019.
12 Royal College of Nursing. (2010) Dyslexia, dyspraxia and dyscalculia: a toolkit fir nursing staff, London: RCN.
13 Royal College of Nursing. (2015) Record keeping: the facts, London: RCN.
9 Addressing Compliments and Complaints
Ian Peate
School of Health Studies, Gibraltar
Chapter Aim
This chapter aims to provide the reader with an awareness of the National Health Service (NHS) complaints procedure and how to manage compliments and feedback.
Learning Outcomes
By the end of this chapter, the reader will be able to:
Demonstrate an awareness of the NHS complaints procedure
Discuss the stages of a complaint
Outline the role of the Parliamentary Health Service Ombudsman
Understand how receiving feedback regarding compliments as well as complaints has the potential to enhance care provision
Test Yourself Multiple Choice Questions
1 All complaints:Must go through a formal processHave to be reported to the NMCShould be used as a form of feedback and an opportunity to learnMust be documented in a member of staff’s personal file
2 Revalidation is:A requirement only impacting on the registered nurse and midwifeThe process that allows the nursing associate to maintain their registrationUndertaken every yearAlso called CPD
3 If accepting a gift:This might be seen as an attempt for the patient to gain preferential treatmentThe nursing associate must report this to the NMCThe nursing associate must report this to the NMC and the Chief Executive OfficerThe nursing associate must include this in their annual appraisal (annual review)
4 Feedback may come from:Colleagues and managementPatients and service usersHealthcare and social care studentsAll of the above
5 Refusing to accept a gift:Will always enhance care provisionHas the potential to damage relations with the patientCan cause corporate harmIs a hallmark of a profession
Introduction
The nursing associate may receive feedback from a number of people in a number of formats, for example, through complaints and feedback in the form of compliments. The trainee nursing associate receives ongoing performance feedback about their progress throughout their nursing associate programme of study. There are specific procedures, local and national, that must be followed when a complaint has been made.
The Nursing and Midwifery Council’s (NMC) (2018a) Code requires the nursing associate to respond to any complaints made against them professionally; in order to do this, they must never allow someone’s complaint to affect the care that is provided to them; all complaints should be used as a form of feedback and an opportunity to learn from this through reflection so as to improve practice. In order to uphold your position as a nursing associate, you must refuse all but the most trivial gifts, favours or hospitality; if you accept them, this could be interpreted as an attempt for the patient to gain preferential treatment (Nursing and Midwifery Council 2018a). On admission to the register, the Nursing Associate Proficiencies (Nursing and Midwifery Council 2018b) require the trainee nursing associate to demonstrate they are able to respond to feedback to develop professional knowledge and skills.
Compliments
From time to time, a patient or a member of the patient’s family may wish to express their gratitude to the nursing associate or the team to show that they care for what they have done. The gratitude can be expressed in many ways: verbally, a thank you card, a box of chocolates, a bowl of fruit or a packet of biscuits. All of these can be gratefully received with thanks and used as evidence to support the quality of care given, yet the NMC (2018a) compels you to refuse all but the most trivial gifts, favours or hospitality.
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NHS England (2017a) has produced guidance for staff regarding managing conflicts of interest in the NHS.
Indeed, revalidation, the process that allows nursing associates to maintain their registration with the NMC, demands that you receive feedback, written or verbal, formal or informal. The feedback may come from patients and service users or colleagues and management (Nursing and Midwifery Council 2019).
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