Tips on avoiding complaints

We're here to support members with these difficult dilemmas, and throughout the pandemic we've published guidance on our COVID-19 resources page.

Here are some of our top tips for managing medico-legal issues.

Communication is key to avoid potential misunderstandings. Explaining what you are doing during a consultation and any follow up actions can help to reduce this risk. Make eye contact with patients during remote consultations explaining that you may need to look away to make notes.
Manage patient expectations if you can. Many complaints arise due to patients not receiving care in a way they expected or within an expected timescale. Ensure patients appreciate the potential timescale for test results or referral appointments.
Check a patient's understanding. With the time limitations GPs face it can be hard to cover all points however checking with the patient that they understand the outcome of the consultation and the management plan can help to avoid difficulties later on. It gives you an opportunity to identify any misunderstandings or dissatisfaction.
Provide safety netting advice. Give the patient a clear plan of what to do should their condition not improve or worsen; or if they do not hear from another service within a certain timeframe.
If a patient or relative has been abusive or threatening to you or other practice staff, the practice can issue a warning letter explaining such behaviour will not be tolerated. Get advice from your medical defence union if this is the case.
Involve others if patients lack capacity. If there is disagreement about how to proceed when treating a patient who lacks capacity, consider holding a best interests meeting involving those caring for the patient, family members, and those interested in the patient's welfare. If agreement can't be reached, get further advice from your medical defence organisation.
Clearly document consultations at the time. It will help others involved in the patient's care to easily see what has been done and, in the event of a complaint, good documentation can be invaluable in responding to unfounded allegations or misunderstandings.
Being involved in complaints is upsetting for patients and colleagues alike. Seek support from your peers or your medical defence union if you are facing a complaint - don't go it alone.

How has the pandemic affected patient complaints?

Dr Ellie Mein

How has the pandemic affected patient complaints?