When Things Go Wrong
Practitioners should respond promptly and appropriately to
any complaint received from their clients or carers. An appropriate response in
agency-based services would take account of any agency policy and procedures.
Practitioners should endeavour to remedy any harm they may
have caused to their clients and to prevent any further harm. An apology may be
the appropriate response.
Practitioners should discuss, with their supervisor, manager
or other experienced practitioner/s, the circumstances in which they may have
harmed a client in order to ensure that the appropriate steps have been taken
to mitigate any harm and to prevent any repetition.
Practitioners are required to ensure that their work is
adequately covered by insurance for professional indemnity and liability.
If practitioners consider that they have acted in accordance
with good practice but their client or carer is not satisfied that this is the
case, they may wish to use independent dispute resolution, for example: seeking
a second professional opinion mediation or conciliation where this is both
appropriate and practical.
Carers and if appropriate clients should be informed about
the existence of the Professional Conduct Procedure of PTUK and any other
applicable complaints or disciplinary procedures.
If requested to do so, practitioners should inform clients,
their carers and those legally responsible for them about how they may obtain further
information concerning these procedures.
Back to Introduction to the Ethical Framework