What we did
I have a family photo in my consultation room. The idea came from my wife after I had a patient complaint and she thought perhaps I came across as impersonal in a consultation. She also thought the family photo would give me more credibility with parents who were consulting about their children. I was reluctant, but I enlarged a photo of my children and wife and put it on the wall.
The result
Since that day I have not had another patient complaint, which has been beneficial in terms of time, money and morale. The photo does not in fact feature me, so I hope it protects colleagues by proxy.
Dr Lorenz Kemper, Oxfordshire
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