The consequences of handling a complaint poorly

Although it can be tempting to deal brusquely with complaints that you feel have no foundation, this is likely to inflame rather than resolve the problem

At MPS, we are often called on to assist members when a complaint has been referred for independent review. We have found that many of these cases could have been resolved at local level if more care had been taken in investigating the complaint and in drafting the letter of response.

Although it can be tempting to deal brusquely with complaints that you feel have no foundation, or to respond defensively, this is likely to inflame rather than resolve the problem. There are significant costs associated with failure to deal adequately with a complaint, such as:

• More work
• Damage to reputation
• Escalation
• GMC referral
• Litigation
• Damaged relations with the PCT.