BMJ  2008;336:326-328 (9 February), doi:10.1136/bmj.39455.639340.AD

Practice

The Competent Novice

Dealing with complaints

¹ Department of Oncology, University College London Hospital NHS Foundation Trust, NW1 2PG, ² Academic Centre for Medical Education, Division of Medical Education, Royal Free and University College Medical School Archway Campus, London N19 5LW

This article explores why patients complain and outlines some strategies for reducing the rising number of complaints and for dealing appropriately with any that do occur

The first 150 words of the full text of this article appear below.

Try to give patients as much information as they want or need to allow them to navigate through the complexities of their illness and the healthcare system If things go wrong, offer an explanation and a compassionate apology and explain how you will prevent similar incidents in the future If a patient or relative expresses concerns about the patient’s treatment, then listen to them and answer any questions you can. If the complainant decides to make a formal complaint ask them to contact the complaints manager as soon as possible

One in 10 patients admitted to hospital in the United Kingdom experience an adverse event,¹ and around half of these events are preventable. The number of complaints from National Health Service (NHS) patients is rising in the UK: the Department of Health’s Independent Complaints Advocacy Service dealt with 10 422 complaints in 2003-4 but almost 13 000 complaints in 2004-5.²

. . . [Full text of this article]

Expression of consolation
True apology

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