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LM 7.1.1
Demonstrate understanding of local regulations pertaining to the patient's code of rights.
LM 7.1.2
Recognise the rights of patients, family/whānau members and carers to make a complaint.
LM 7.1.3
Demonstrate understanding of local patient complaints procedure.
LM 7.1.4
Proactively seek assistance in responding to requests for statements regarding a complaint.
LM 7.1.5
Provide timely, accurate written responses to complaints, with assistance, when required.
LM 7.2.1
Identify the root cause of a patient's complaint.
LM 7.2.2
Contribute to the creation of a written response to a complaint.
LM 7.2.3
Field and refer a complaint to appropriate shift/department managers in real time.
LM 7.2.4
Review own role in the episode that lead to the complaint and respond appropriately, with assistance.
LM 7.3.1
Recognise all factors likely to lead to complaints.
LM 7.3.2
Manage simple patient complaints.
LM 7.3.3
Provide evidence for case reports in response to an investigation into patient care.
LM 7.4.1
Apply principles of complaint management to responses to complaints in a timely manner, including the compilation of case reports in response to an investigation into patient care.