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Clean slate if complaints resolved within 24 hours

By Steve Nowottny

New complaints rules make it vital for GPs to address patient complaints within just 24 hours, the GPC has warned.

Under the new procedure, which comes into effect on 1 April, any incident reported verbally and resolved by the practice by the end of the next working day will not have to be recorded as an official complaint.

GPC chair Dr Laurence Buckman urged GPs to resolve complaints immediately where possible, and said the new rules would help ‘reduce bureaucracy'.

‘Deal with it now, sort it out today, don't go to bed on it,' he said. ‘If you sort it out today and the patient's happy, you've just got a satisfied customer.'

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