Never bonk patients and always keep good notes

Beth Wilson, AM

Former Health Services Commissioner, Victoria

Generally, I didn’t receive complaints about the good docs — the team players, the courteous, skilled and excellent communicators. Instead, I was more likely to be dealing with the bullies, the poor communicators, the queue-jumping surgeons and the non-team players. Less often, there would be complaints made about very good doctors who had just had a bad day.

The model of complaints handling that we specialised in was