Complaints – what do I do if someone wants to complain?
Jan 17, 2025
Complaints are a fact of life. If you use them positively, they can improve your clinical practice and the care which you provide to your patients. If you don’t handle them well, they can quickly escalate out of control.
No wonder they are tested in KFP exams worldwide.
Why? Because it is important that we as doctors know how to manage them well. But also, because academically they are easy to write and differentiate good from less good well. Being easy to write is the key – that is a proxy for saying that these questions are rather predictable.
How so? Earlier in the PassGP Academy we met Brian, who wanted to submit a formal complaint. If you are insistent on submitting a formal complaint, there’s only a relatively small number of ways to do it:
- To you
- To the practice manager
- To AHPRA
- To a health complaints entity (e.g., HADSCO in Western Australia)
And of course you should apologise (without admitting liability) and undertake Open Disclosure.
Now let’s look at our question:
Brian presents post skin excision wanting to make a formal complaint about a keloid scar. What actions are appropriate? (Select 4 answers)
(Maximum Score = 4 marks)
- Offer apology (1 mark)
- Arrange for Brian to see your colleague (1 mark)
- Discuss option of referral to state Health Complaint Entity (1 mark)
- Discuss option of referral to AHPRA (1 mark)
- Signpost to practice complaints pathway (1 mark)
- Engage in open disclosure (1 mark)
- Arrange for Brian to see practice manager (1 mark)
Does the answer grid look like our options list above?
Now if you were to answer:
- listen carefully, offer apology and document concerns
- examine keloid scar
- call medical indemnity insurance
- arrange a re-excision
You would score 0.5 marks – despite your answer being medically correct and appropriate.
Why? We shall show you in detail as part of our Hints and Tips.
For once complaints need not get your heart rate elevated.
