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Break-down in patient communication behind a third of allegations about GPs, show GMC figures


COMPLAINTS/COMPLIMENTS In order to improve the regulation of complaints in everyone's (or almost everyone's) interest I would suggest the following: 1. Give all your patients a leaflet and a business card on how to complain about you. Include there your permanent email, and other relevant contact details. Get the receipt from the patient that they got it. Remember, that you must have email address which is not an NHS address as you could be sacked or move to another job and then lose communication means with your patients. Do not give anyone a chance to say: I could not contact you. Give realistic means of time response. 2. State in your complaints policy that you expect to be the first person the complainant should discuss the complaint with. Some of your dysfunctional patients, relatives, friends, spouses (of patients and yours), your staff, colleagues and regulator would go behind your back in order to stab you. Yes, ask all your patients to sign up to this policy as well as your staff/colleagues. Is that too revolutionary? Why not be business like? 3. Record how you dealt with complaints and ask complainant to sign the record, date it, time it. If they refuse, record that and asked them if they want to sign a refusal notice and state why. 4. Create a website on "how to complain" that would have links of conflict resolution and mediation, relaxation, anger management, descriptions of dysfunctional core features: lack of intimacy, addiction to chaos and fear of conflict. Give some examples of good and bad complaints handling and disastrous consequences. Self-respect, assertiveness etc could feature there. Indeed, there is so much to write about. Your complaint policy should refer to such a website. Why not join with other practices, doctors to pull the resources to create it. Do not depend on medical regulator, please. 5. Medical regulator has millions of your money so why they have not ensured better standard of business practice? Because medical regulator a) engages in unlawful policies such as targeting of particular groups of doctors (locums and doctors in private practice, for example) rather than providing a business solution in doctors' and public interest. b) regulators employ human beings who do not have management or psychiatric competence and have vested interest in going on and on with their business (addiction to chaos) 6. Of course, there are reasons why some groups of doctors are more likely to be complained about: GPs are under a lot of pressure to see a lot of patients in a short period of time, psychiatrists have patients who have problems with fear and surgeons have patients in pain who are very irritable sometimes. It is incredible what minefield can be activated by people who feel they have not had enough attention. I suggest you read Emotional Vampires book if you have not done already and Snakes in suits (on psychopaths in business world). 7. There is also xenophobia, ageism and primitive rivalry (male doctors most likely to be victimized) reminiscent of how animals attack for power or dominance. 8. Changing business practice may not change dysfunctional people but you can show them up to the world for what they are. 9. Take legal action against your tormentors promptly and give prompt remedy to those you wronged.

Posted date

16 Oct 2013

Posted time