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 estimed 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 turneth 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.
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