Handling complaints

Complaints happen - ask any doctor. And while they can be upsetting, complaints can provide a good opportunity to reflect on your practice and identify areas where you may need some further training.

If you receive a complaint, you shouldn't try to deal with it on your own. Tell your consultant and the trust's complaints department as soon as possible. They will address the concerns raised. However, they should seek your comments so that you have an opportunity to respond. The MDU can help you prepare your response and offer you support.

Finally, some general housekeeping points

Good communication skills are not only important from the point of view of interacting with patients, but also with your colleagues. (See article 'Listen up - communication is vital' for a doctor's perspective on communication.)
Your life will be made much easier if you establish a good working relationship with the nursing staff as soon as possible. They are a good source of advice and support and will be much more helpful towards you if they like you.
There is nothing nurses like less than having to clear up after doctors who have just performed a procedure, so always show that you are willing to tidy up, especially in disposing of sharps.
When you are on duty it is important that you are contactable at all times. Make sure your bleep works at the start of each shift and answer it as soon as you can. Complaints are often made by other members of staff when they are unable to easily contact doctors and this can be another disciplinary matter.

If you do find yourself in difficulty in relation to your provision of clinical care to patients you can seek advice and support from the MDU.

New to the NHS? What you absolutely need to know

New to the NHS? What you absolutely need to know