This site is intended for health professionals only

At the heart of general practice since 1960

How to defuse a patient complaint

For some complaints, a significant event audit can be an effective action. Most people just want to know that what happened to them won't happen to anyone else.

A patient recently told me of a prescribing error. I called a meeting of the whole team and we did process mapping, looking at what happened stage by stage. We then did a care pathway map, so see what should have happened. Each person then asked 'what could I have done that would have made the situation better?' We agreed an action to change our procedure. I sent a summary to the patient, who was delighted.

Dr Iain Glencross

Huddersfield

Rate this article 

Click to rate

  • 1 star out of 5
  • 2 stars out of 5
  • 3 stars out of 5
  • 4 stars out of 5
  • 5 stars out of 5

0 out of 5 stars

Have your say