Areas of Concern and Complaints

During the revalidation period some GPs will have undergone investigation by the local Performance Procedures or may have been referred to the GMC.

If the cause for concern has not been resolved at the time of revalidation your portfolio cannot be considered for revalidation.  A recommendation cannot be made locally or by the RCGP to the GMC.  In these circumstances the portfolio will be referred to the GMC for them to consider how to proceed.

Far more common will be formal complaints and these should be detailed in your portfolio.  The purpose of doing this is not to make you suffer and punish you again but to look to ensure there are not patterns that can be identified and to look at your response to the complaint.

You will therefore be required to provide the following information:

• A description of events that resulted in a cause for concern being expressed
• The cause for concern
• The assessment of that cause for concern
• Any actions resulting from that assessment
• The outcome of the cause for concern
• Reflection by the general practitioner on the experience, including lessons learned, changes made and the implications for the future
  

There will be a standard form in the portfolio to report on complaints which will include:

• A description of the events that resulted in a formal complaint
• The concerns expressed by the complainant
• The assessment of that complaint
• Any actions resulting from that assessment
• The outcome of the complaint
• Reflection by the general practitioner on the experience, including lessons learned, changes made, and the implications for the future

Practical Advice

Many GPs and Practices handle complaints very well and resolve them to the satisfaction of the patient, but unfortunately some do not.  We infrequently see inappropriate responses to complaints.  These responses vary but do not take the complaint seriously, are over defensive and  even worse, are very aggressive and fail to resolve the issue or learn lessons from it.

Most patients making a complaint want the following:

i. To be taken seriously
ii The complaint to be investigated impartially
iii An apology if appropriate - (always say you are sorry this has happened NB this is not the same as admitting responsibility)
iv For lessons to be learnt and these implemented within the organisation.

For a complaint, follow the heading set in the portfolio and save yourself some work in having to write it up twice.

Further information on the NHS and Social Care Complaints Procedures.

Next page

NFW April 2009