complaint scenario
generic script
- Introduces Self, Confirms identity of complainant, Washes hands
- Confirms relationship to patient
- Makes sure patient/department is safe
- Finds quiet private place to have conversation
- Consent to conversation
- Asks open questions to establish the issue and check understanding
- Validates the complainant’s grievance
- Explores for any hidden agendas
- Provides appropriate explanation for what has happened
- If appropriate, apologises for what has happened
- Explains what will happen next eg Further education for doctor involved, entry in their portfolios
- Inform hospital management team/datix or explain that this has already happened
- Explain mitigation for similar incident (e.g. X-ray misses)
- Allows complainant to ask questions
- Provides PALS information
- Summarizes what will happen now
- Offers written advice
Adapted from Tom Bircher
candidate brief
A relative comes up to you, demanding to speak to you about their