15 tips for dealing with a complaint

There's an art to answering complaints, says our medicolegal expert. Here's how to do it

You have just finished a busy morning surgery and your practice manager passes you a letter of complaint and asks you to meet her at your convenience, to discuss how to deal with it.


The letter is from the husband of one of your antenatal patients and he is complaining that one of the blood tests you ordered for his wife showed she had antibodies for a CMV infection.

This only came to light some weeks later at the midwife’s clinic at the hospital and he is concerned that you failed to warn his wife of the infection and of