Complaints

• Relationships with patients and families: The vast majority of complaints against doctors are not merely over clinical errors but are provoked by a bad relationship with the patient or the family. The commonest cause of official complaint is refusal to visit.
• Relationships with staff and colleagues: A good relationship with staff and colleagues is also vital as a complaint may be triggered by the hostile remark of a professional who might have taken more care of the reputation of a more esteemed colleague.
• Thoughtless remarks and first reactions: It can seriously damage another professional to allow one's first reactions to be voiced out loud. 'Thank goodness you came in today - you might have died' said cavalierly by an admitting surgeon can be interpreted by the patient as a serious criticism of the conscientious GP who has been visiting daily for three days to keep his patient out of hospital until the severity of the illness became apparent.
• "A soft word turns away wrath": Each of us will never know how many times we have escaped the misery of a complaint thanks to the calming influence of another member of staff or a colleague. Be grateful and do the same.

Reference

1. O'Dowd E et al. A systematic review of patient complaints about general practice. Fam Pract. 2020 Jul 23;37(3):297-305