Letters
Learning from complaints during covid-19
The culture of complaints pits providers against patients
BMJ 2022; 378 doi: https://doi.org/10.1136/bmj.o1865 (Published 27 July 2022) Cite this as: BMJ 2022;378:o1865
- Graeme Mackenzie, general practitioner
- London, UK
- graememerrie{at}gmail.com
Oliver asks what we can learn from formal complaints during the pandemic.1 Complaints are part of accountability. Accountability is a part of being a professional. So why do almost all of us go into an emotional tailspin when we receive a complaint?
Complaints are random. Excellent healthcare practitioners can get complaints; weaker practitioners can get no complaints. Accessible systems take on more …
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