D4. You must have a policy in place to manage patient complaints, and respond quickly and appropriately to any that arise.

  1. A complaint is an opportunity to reflect on the communication and standard of care that was given, and it may highlight areas of your practice that could be improved. A complaint which is handled well can also result in a stronger bond of trust between you and your patient, leading to improved patient care.
  2. In the event of a concern being raised, if you act constructively, allow patients the opportunity to express their dissatisfaction, and provide sensitive explanations of what has happened and why, you may resolve this at an early stage.
  3. You should provide information to patients about how they can make comments, complaints and compliments about the service they have received.
  4. You should make sure that your staff are familiar with your complaints policy and know to whom they should direct any patient complaint.
  5. You should inform your professional indemnity insurers immediately if you receive a complaint.
  6. You should ensure that anyone making a complaint knows that they can refer it to the GOsC, and provide them with appropriate details explaining the procedure.