Removing patients from the practice list is an emotive issue and should only be used as a last resort. The reasons for removing a patient from the list can be varied, but it should not be in response to patients lodging a complaint or failing to comply with treatment.

Good medical records – whether electronic or handwritten – are essential for the continuity of care of your patients. Adequate medical records enable you or somebody else to reconstruct the essential parts of each patient contact without reference to memory. They should therefore be comprehensive enough to allow a colleague to carry on where you left off.

The regulations on NHS complaints in Wales are designed to make complaints handling open and accountable, fair and proportionate, and patient-focused. The emphasis is on resolving concerns in a timely fashion, openly and honestly, and a philosophy of “investigate once, investigate well”.

Patients who are kept informed about their condition and are involved in deciding on the appropriate treatment are more likely to comply with the treatment you suggest, and less likely to complain if things go wrong.

The medical consultation is a challenge to both doctor and patient, whether in the community or in hospital. The need for more detailed discussions with patients, along with their increasing autonomy and right to make choices in relation to their clinical care and treatment, has affected the traditional role of the doctor-patient relationship. This has made maintaining appropriate professional boundaries in the doctor-patient consultation more challenging, however, the guidance from national and regulatory bodies is clear that it is always the health professional's responsibility to do so.

A patient dies after amoxicillin reaction – we support GP through criminal investigation, inquest and GMC hearing.

Dealing with claims accounts for about 1/5 of the cases we handle. This video examines a claim made against a consultant surgeon because he left out critical information from a patient’s notes.

This video provides some valuable lessons in diagnosis, documentation and the information that needs to be communicated to patients.

This video looks at a scenario where a patient brought a claim against three GPs in the same surgery, and how understanding the varied claims enabled us to support the doctors throughout the whole process.

A private neurosurgeon faces questions on consent, following a lumbar microdiscectomy sciatica and back pain.

Dr W faces a regulatory hearing after a delayed diagnosis – find out how record-keeping helped the defence.

A disagreement between a specialty trainee and her consultant lies at the heart of a regulatory hearing following a patient’s death.