Case Study: Supporting a GP with a patient complaint

Dr X, a GP, received a request from their former GP Practice to comment on a patient complaint. The complaint, submitted by the patient’s daughter, concerned the care and treatment provided by several individuals at the Practice, including Dr X.

Specifically, the complaint focused on the patient’s repeated visits to the surgery for the same symptoms. The daughter alleged that the patient’s concerns were dismissed and that insufficient investigations were conducted. Dr X was particularly criticised for the following:

• Failing to examine the patient’s abdomen.
• Their demeanour during the appointment.
• Failing to carry out certain investigations.

Dr. X offered initial feedback to the GP Practice before asking MDS to evaluate the suitability of those comments.

MDS Advice

The MDS team reviewed the complaint, Dr X’s initial comments, and the patient’s notes and were satisfied that their initial comments were appropriate and responded to the complaint well. In fact, they were in line with our top tips for responding to a patient complaint:

• Ensure that your comments are factual and align with the notes 
• Offer an apology, if applicable 
• Reflect on the care provided and undertake any relevant CPD.

The member apologised for their friendly and jovial manner, clarifying it was intended to help the patient relax. They also justified the investigations performed and outlined the changes they would implement in their future practice based on this reflection.

The GP Practice was able to respond to the patient including Dr X’s comments on his involvement and no further action was taken. 

Learning Points

While in this case our member had done everything right, when responding to a patient complaint it is important to get assistance from your medical defence organisation before providing any comments, or a response to the concerns raised, as they can assist you in responding most appropriately. 

To ensure you receive assistance promptly, share a copy of the complaint and anonymised patient notes if available. 

Facing a similar patient complaint? MDS can support you.

Responding to a patient complaint can be challenging, particularly when you are unsure how best to address the concerns raised. If you need advice or support, contact MDS as soon as possible to discuss your situation.

As part of our GP clinical defence service, MDS can provide guidance to help you approach the complaint appropriately and make informed decisions that protect both your professional interests and your patients.

Call us on 0300 30 32 442 or email our Case Managers at [email protected] quoting your membership number.

Not an MDS member?

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