General practitioners' experiences of patients' complaints; qualitative study

摘要

Objective to examine how general practitioners experience patients' complaints. Setting general practices in Lambeth, Southwark, and Lewisham health authority. Participants Representative sample of 30 general Practitioners who ha had complaints made against Them under either the old or new complaints system. Design Qualitative study with detailed interviews. Results Participants describedtheir experiences of Patients' complaints in three stages: initial impact, Conflict, and resolution.