Complaints and candour
Listen, respond promptly, explain what happened and take steps to prevent recurrence. Follow legal and professional candour duties.
Understand
Complaints and adverse events need a timely, open response. Professional candour and statutory duties may apply depending on the setting and harm.
Assess
First ensure patient safety and establish the facts, then listen and acknowledge the concern. Separate explanation from speculation and know the local reporting process.
Apply
Apologise where appropriate, explain next steps and document follow-up. Use the event to improve systems rather than treating a complaint solely as a reputational problem.
Key distinctions
Candour requires openness after harm or a significant concern, with statutory duties differing by setting. Apologising is compatible with investigating facts and improving care. The immediate response is to make the patient safe and arrange appropriate review. A complaint can also reveal a system weakness such as unclear aftercare or failed communication, which should be analysed without blame-based shortcuts.
Think through a case
A patient complains about unexpected post-treatment pain. Listen, assess clinical safety, explain known facts and arrange review before debating fault.
The distinction to remember
Do not let fear of a complaint delay candid communication or necessary follow-up.
Test your recall
What is the first response to a concern about harm?
Show answer
Ensure patient safety, acknowledge the concern and follow the applicable process.