1. Local complaints handling
This module
This is module 3 of 3 (1 hour). Completing 1, 2 and 3 is the full PrismCPD legal and ethical series. GDC Development Outcomes A, B and D.
Suggested study time
- Local complaints process — 20 min
- External pathways and the GDC — 18 min
- Boundaries, advertising, social media and indemnity — 17 min
- Knowledge check (MCQ) — 5 min
Why complaints are CPD, not just admin
GDC Standards require a clear and effective complaints procedure. How you respond is a professional behaviour (Outcome D) and a communication skill (Outcome A). A practice that treats complaints as an attack usually creates a second complaint about the process.
A workable local process
- Make it easy to complain — poster, website, and a named lead. Do not hide the process.
- Acknowledge promptly — say you have the complaint, who is dealing with it, and when they will hear more.
- Investigate fairly — read the records, speak to the people involved, and look at the system, not only at “who to blame”.
- Respond in writing — set out what you found, what you accept, what you do not, what you will change, and how to take it further if they remain unhappy.
- Learn — log themes. The same missed consent discussion appearing three times is a training and template problem, not three unlucky days.
Timescales
Follow the written timescales that apply to your setting (NHS complaints regulations in England, and equivalent rules in other nations; your private procedure should still be prompt). If you need longer, say so before the deadline, with a reason.
Tone
Be polite and specific. Do not write a sarcastic letter. Do not refuse to look at a complaint because the patient still owes a balance — money and quality are separate conversations. Offer a meeting if that would help, with a chaperone or note-taker.
Staff who are complained about
Tell them factually, give them a chance to comment, and do not hang them out to dry in the waiting room. Support them, and still put the patient’s account on the table honestly.