Patients hold all the power when it comes to complaints

AS doctors, you’d think we’re pretty used to complaints.

Technically, every consultation begins with one — the ‘presenting complaint’. But what about when that complaint is about you?

As doctors, we know that, at some stage in our careers, we are likely to be served with a patient complaint. No one, not even the very best doctor, is immune to this.

As a result, there is a well-understood format for processing complaints: notification of practice managers, medical defence organisations and medical boards — it’s certainly a procedure most clinics are familiar with.

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