Sectors

Primary Care

Crisis and Dispute Resolution for the Primary Care Sector

Issues of concern in primary care trusts and their medical/dental practices may be identified in a number of ways, including: formal or informal complaints; PALS enquiries; direct complaints to a professional body (eg GMC) or politicians.

Symptoms of the underlying problems that give rise to these issues include:-

General Medical Practice

• Errors or complaints about clinical practice/ knowledge;
  
• Allegations of inappropriate behaviour; drug and alcohol abuse; relational issues;
  
• Inappropriate claims for quality points in the Quality & Outcomes Framework;
  
• Use of NHS prescriptions for private practice;
  
• Inappropriate prescribing, use of resource or referral patterns;
  
• Disputes between the PCT & the practice;
  
• Irreconcilable differences between practitioners.

Additional symptoms indicating underlying problems in general dental practices include:-

• Mixing NHS and Private Treatment, contrary to NHS regulations;
  
• Provision of inaccurate advice regarding cost and availability of treatment;
  
• Failure to provide NHS services;
  
• Inappropriate treatment, including prescribing.

Tool Kit

Iodem Health's crisis and dispute resolution service is delivered from a clinical perspective by a core, multi disciplinary team, supplemented where necessary by the specialist skills and knowledge of grey panthers.

The team understands the problems and issues faced by primary health care professionals because members have been faced with similar issues during their many years in practice. This ensures the early development of focused, practical and cost-effective solutions which fit clients' specific needs.

Iodem has developed a comprehensive tool kit of services that enables it, in close collaboration with client's managers and senior clinicians, to provide these tailored solutions. Services include:-

• Investigations into allegations of poor performance or conduct at individual and/or practice level;
  
• Statistical audit and analysis of key practice data including that generated by Quality and Outcomes framework;
  
• Mediation services for practice and patient disputes;
  
• Reviews of patient and practice complaints;
  
• Risk management advice;
  
• Clinical governance support, including framework development, accountability mechanisms and reporting;
  
• One to one support for individuals with performance or conduct problems, including coaching and targeted retraining.