Healthy Skepticism Library item: 12770

Warning: This library includes all items relevant to health product marketing that we are aware of regardless of quality. Often we do not agree with all or part of the contents.

Publication type: Journal Article

Cave J, Dacre J.
The Competent Novice: Dealing with complaints
BMJ 2008 Feb 9; 336:(7639):326
http://www.bmj.com/cgi/content/extract/336/7639/326?etoc

Abstract:

Key points

Try to give patients as much information as they want or need to allow them to navigate through the complexities of their illness and the healthcare system

If things go wrong, offer an explanation and a compassionate apology and explain how you will prevent similar incidents in the future

If a patient or relative expresses concerns about the patient’s treatment, then listen to them and answer any questions you can. If the complainant decides to make a formal complaint ask them to contact the complaints manager as soon as possible

One in 10 patients admitted to hospital in the United Kingdom experience an adverse event,1 and around half of these events are preventable. The number of complaints from National Health Service (NHS) patients is rising in the UK: the Department of Health’s Independent Complaints Advocacy Service dealt with 10 422 complaints in 2003-4 but almost 13 000 complaints in 2004-5.2