Complaints are stressful for GPs – but a new approach will lead to improved patient care

Dr Sarah Townley, deputy medical director at Medical Protection, says that complaints and their escalation can have a profound effect on GPs, and that reform of the system will allow them to practise reflectively and communicate openly.

This article has been paid for by the Medical Protection, with editorial input by Pulse. The opinions in this article do not necessarily reflect the views of Pulse. It is included in the Pulse report on reforming the complaints and regulation process, supported by Medical Protection.

GP complaints and referrals to the GMC rarely arise in isolation from wider pressures. General practice operates at the sharp end of an overstretched health system, with constrained resources, ever rising demand, staff shortages and an increasing administrative and bureaucratic burden. Against this backdrop, even the most experienced or conscientious GP may face a complaint – not necessarily following an adverse outcome, but perhaps from a miscommunication or misunderstanding, or a mismatch between the patient’s expectations and what can realistically be delivered.

In 2025, Medical Protection supported members with more than 2,800 complaints and from our experience, the emotional impact of a complaint can be profound. Many GPs are shocked, distressed and often angry when a complaint is received, particularly when it relates to a patient interaction that they felt was positive, or when they feel they did their very best for the patient during a challenging day. This shock and anger can quickly turn into disillusionment, and a loss of confidence.

Complaints can also quickly snowball to add a significant burden on the GP’s shoulders, and this can affect the wider practice team too. Often stress is exacerbated by tight deadlines to respond to the complainant, before having a chance to properly review and address the key concerns identified within the complaint. There is also often concern that a complaint may escalate to a referral to the GMC.

Responding to complaints

A GMC investigation is something every doctor dreads, and can be particularly overwhelming, not least due to the length of time the process takes – almost two years on average. Previous Medical Protection research of GPs who have faced an investigation showed the majority reported a detrimental impact on their mental health. Nearly half considered quitting medicine due to the investigation, and worryingly two in five said they experienced suicidal thoughts during the process. Over the years, Medical Protection has worked hard campaigning for changes to the GMC’s processes and communications that could help to reduce the impact on doctors’ wellbeing, and the GMC has taken some positive steps.

Of course, how a GP responds in the early stages of a complaint or GMC investigation can significantly influence its trajectory. Having professional protection in place that enables access to specialist medicolegal support from the outset helps to restore perspective, provide clarity on the processes involved and avoid an emotionally driven response.

At Medical Protection, we work with GPs to help to ensure
a timely complaint response that demonstrates professionalism and insight, quickly de-escalates concerns and reduces the likelihood of any further action. Complaints, when handled well, can highlight process, communications or training problems, which once addressed can improve service and care to patients and reduce the chance of a similar issue occurring in the future.

Holistic support

In GMC matters, we help to ensure careful handling of initial correspondence and provide the best possible legal representation so GPs have someone in their corner every step of the way. Importantly, we also help GPs to understand the process and decipher the terminology, timescales, next steps and possible outcomes. Having clarity can help to reduce uncertainty, and uncertainty is often what fuels anxiety most.

While some would think our core function is to provide medicolegal advice, our support to GPs goes beyond that. We fully understand how important reputation is to GPs and their practices, and our media relations experts are on hand 24/7 to handle any media scrutiny around complaints or regulatory investigations. Members experiencing stress, burnout and other wellbeing concerns as a result of their case can also access a counselling service at no additional cost, as part of their membership. The service is entirely confidential and independent of Medical Protection.

In conclusion, robust, early and compassionate medicolegal support is essential, not only to navigate procedures and mitigate risk, but to protect wellbeing and reputations, restore confidence and enable GPs to continue providing care for their patients.

Patient complaints and GMC investigations are not merely stressful processes; they are events that can have a lasting effect on GPs’ wellbeing, careers and sense of professional identity. In a pressured environment, their frequency and impact are unlikely to diminish, and this is why we have been keen to work closely with Cogora on this important white paper exploring how the complaints and regulatory system could work better for everyone.

Ultimately, supporting GPs through these challenges is an investment in the future of general practice. When GPs feel understood and represented, they are better placed to practise reflectively, communicate openly and remain committed to a vocation that is increasingly challenging but still deeply valued.