coMplAintS
or from the time that they practising empathy
become aware of the a good locum will practise
matter, to make a complaint. with empathy. put yourself
the complaints manager in the complainant’s shoes,
will retain the discretion and tailor your responses
to investigate complaints to their needs. understand
brought later than this if there the emotional impact that
are good reasons for the the events leading up to the
delay and it is still possible to complaint may have caused,
carry out the investigation. and be aware that emotions
may be highly charged.
the locum’s role Keep calm and keep body
in Good Medical Practice, language neutral during
the gMc says patients “have any subsequent complaint
a right to expect a prompt, meetings. the tone of
open, constructive and any responses should be
honest response, including an conciliatory and empathic.
explanation and, if appropriate,
an apology”. remember, an claims
apology is not an admission While complaints may
of liability so be prepared occur immediately after
to meet with the patient, or an adverse incident,
complainant, and liaise with claims often take longer to
the complaints manager. see arise. for this reason it is
it as an opportunity to listen more likely that, if you are
to the patient, understand the involved in a claim, it will be
reasons for the complaint and connected with an incident
how the relationship can be at a previous practice that
taken forward and any similar you worked at. there are Y
r
problems avoided in the future. particular reasons to be
a
r
Most complaints are an cautious if this happens.

l
i
B
opportunity for learning, so the first you may know
t
o
o
H
good practices will hold a about such a claim might
p
e

significant event audit (sea). be through contact from a
c
i
e
n
if you are involved in the solicitor, and it may not be
c
/
s
complaint, suggest being obvious whether they are
a
e
r
involved in any subsequent acting for the nHs trust or
r
e
r
sea meetings. this will the patient. it is important
.
H
i
n
offer a chance to liaise to establish this. they may f
i
l
with the practice team and well ask you a series of
learn from the complaint. questions or invite you to ■ contact Mps – if you feel additional guidance implies
make a statement. there vulnerable about your that complaints against locums
record keeping are a few points to note: involvement, or would like cannot be handled effectively
You should always keep ■ establish the facts – do help with writing a report without gathering their input,
good medical records and not be tempted to rely or statement, do not where possible. one thing that
this is particularly important on your memory. ask to hesitate to contact us. is clear is that where a locum
if a complaint is made as see the medical records, is involved in a complaint in an
this will help you remember so that you can remind future complaints environment where regulators
what happened and assist yourself what happened, only time will tell whether are pressing hard for increased
you in providing a clear and write any statement locums feel more involved in communication, transparency
explanation if asked for your based on these. if you complaints handling, but the and more accountability,
comments. in Good Medical are not able to see them, new system is tighter and the locum’s viewpoint
Practice, the gMc says contact Mps for advice. less bureaucratic, and the becomes indispensable.
Keep clear, accurate and ■ stick to the facts – you
legible records, reporting may be invited to give
the relevant clinical findings, an opinion on particular further reading
the decisions made, the issues, but this is the role
information given to patients of an independent medical It is important that you are familiar with the new
and any drugs prescribed expert. simply record your complaints procedure; MPS has produced a number of
or other investigations involvement in the case, resources, eg, booklets, factsheets, web links, to help you
or treatment. in addition don’t speculate about understand the new regulations. They can be assessed at:
it is helpful to document future management or www.medicalprotection.org/uk/factsheets/complaints
any follow-up advice. what happened next.
sessional gp | voluMe 1 | 2009 www.mps.org.uk 19
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