Patient complaints: basics


It is inevitable that in any busy practice the standard of treatment will sometimes fall below a patient’s expectations – reasonable or not – and this will result in a complaint. The Citizen’s Charter Complaints Task Force defines a complaint as an “expression of dissatisfaction requiring a response”. Patients have the right to raise concerns about the service they receive and to expect an adequate explanation at minimum. And this does not just apply to clinical matters.


To receive a complaint can be both stressful and upsetting. Doctors and dentists often feel unsupported and fearful of consequences, including litigation. But making a complaint can be equally difficult. It is often not easy to stick your head above the parapet. Patients must overcome the natural tendency to “keep quiet” and may worry about the possible adverse effects complaining might have on their future treatment or that of their family. This is not to say that all complaints are reasonable. Dealing with apparently frivolous concerns and overly vexatious complainants can be both frustrating and time-consuming.


Perhaps the best advice to heed when faced with a complaint is to avoid being overly defensive. Try to view it as an opportunity rather than a threat. Establishing an effective process for managing complaints not only benefits the complainants but can have real value for the organisation by providing feedback on service delivery and identifying areas needing improvement.


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What do patients complain about? Patient complaints can vary widely in subject and often relate to non-clinical matters. In general, patients complain about:


• • • •


healthcare or treatment provided attitudes and behaviour of staff the standard of premises such as medical or dental surgeries how services are organised and the effect upon a patient’s care or treatment.


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