The culture of complaints pits providers against patients

Oliver asks what we can learn from formal complaints during the pandemic.1 Complaints are part of accountability. Accountability is a part of being a professional. So why do almost all of us go into an emotional tailspin when we receive a complaint?Complaints are random. Excellent healthcare practitioners can get complaints; weaker practitioners can get no complaints. Accessible systems take on more risk than less accessible systems. The latter create a risk filter as patients drift towards more accessible systems.Complaint systems rarely factor in these matters. Excellent clinicians can have two serious, relatively random complaints in a row, casting doubt on their fitness to practise. There is no reference to the risks they were taking on. Inaccessible practitioners and systems can often bask in a clean sheet.Minor complaints with no clear evidence that anything was awry should be swiftly dealt with. This is a leadership matter. Long, drawn out complaints where…
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