Preparing for the ‘big one’: How to cope with complaints

In print, we mistakenly referred to GPs who had been investigated by the UK Medical Protection Society in the opening sentence. This has been corrected to the UK General Medical Council. The MPS carried out the survey.

+Practice

In print

First time

Preparing for the ‘big one’: How to cope with complaints

5 July 2023

Jo Scott-Jones

Wednesday 5 July 2023, 12:30 AM

Following an investigation by the UK medical regulator, one doctor commented that they felt permanently damaged and afraid of their own shadow [Image: Rene Böhmer on Unsplash]

Specialist GP Jo Scott-Jones looks at patient complaints, including their impact on mental health and wellbeing, then discusses how to cope should one come your way

Key points, Preparation for complaints is key – have a “set piece” planned and clear guidance for what needs to be done, when and by whom; review this regularly. , Pract Green w Pale Yellow

General Practice

Medicolegal

References

1. Medical Protection Society. Urgent reform urged as doctors under investigation report suicidal thoughts and quitting medicine. 28 April 2023.

2. Health and Disability Commissioner. Annual Report for the year ended 30 June 2022.

3. Konkin J, Grave L, Cockburn E, et al. Exploration of rural physicians’ lived experience of practising outside their usual scope of practice to provide access to essential medical care (clinical courage): an international phenomenological study. BMJ Open 2020;10(8):e037705.

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