Myths about complaints

Complaints can be stressful and time-consuming but an expedient response which addresses the concerns can assist in ensuring local resolution of the matter.

Dr Lucy Hanington and Terri Bonnici dispel some of the myths surrounding complaints and provide practical tips for private practitioners involved in the complaints process

Myth 1: An apology is an admission of liability

Patients often want an apology and this should be given as early as possible when you know something has gone wrong or the patient believes this is the case, regardless of whether or not the complaint is justified.

Regulatory bodies and the Medical Protection Society support this approach and do not see it as being an admission of liability. Empathising with a patient and acknowledging their perception of what has happened often resolves the matter.