Complaints in primary care are common and increased 8.2 between 2010 and 2012 (NHS The Information Centre for Health and Social Care, 2012). At some point during their careers most doctors will be asked to provide a written statement regarding a complaint, which may vary from a formal written complaint to an informal comment made in passing. Every practice and out-of-hours service should have a complaints procedure and a nominated 'complaints officer' who coordinates the response; this could be the practice manager or a GP. Familiarisation with local procedure is helpful as details and timescales vary.
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