A common tendency when first confronted with a complaint is to try and quickly establish the facts before rushing to resolve the issue. Often we hear only the problem we want to hear and thus end up not addressing the complainant’s real concern.


Listening must be an active process in which the complainant clearly understands that it is your intention to “hear them out”. First ask the patient open-ended questions and allow him or her the opportunity to say their piece. Lazoritz4


calls it the “magic minute”. Let the patient


speak for at least a minute without questions, interruptions or explanations. Follow this by recapping your understanding of what the complainant has said and asking if this is correct. Just doing this can sometimes help separate the emotion from the complaint and bring down the emotional temperature.


Dissatisfied patients can be fearful, mistrustful and angry; it is important to defuse and not further inflame such emotions. Try to acknowledge and understand the anger a patient may be feeling – and do not take it personally. Keep the goal in mind and remain calm and courteous.


Saying sorry The General Medical Council’s core guidance Good Medical Practice5


states: “Patients who


complain about the care or treatment they have received have a right to expect a prompt, open, constructive and honest response. This will include an explanation of what has happened and, where appropriate, an apology”. Sometimes a sincere apology is all that a patient wants when making a complaint. This includes an acknowledgement of the distress suffered and reassurance that steps are being taken to ensure a similar incident will not happen to other patients in future. It is an important step in repairing the relationship with the patient and restoring trust.


An obvious fear among healthcare professionals is that an apology may be interpreted as an admission of liability in any potential litigation. Each patient complaint is different so advice will vary depending on circumstances but there can be no harm in a sincere expression of regret for the patient’s dissatisfaction. Contact an adviser at the MDDUS for guidance in specific cases.


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