MDDUS reminds members to “say sorry”

MDDUS is reiterating advice on the importance of apologising to patients when things go wrong.

The reminder comes following last week’s Parliamentary and Health Service Ombudsman (PHSO) report on general practice complaint handling across England in which it reviewed how well GP practices deal with patient complaints.

MDDUS chief executive Chris Kenny said: "The Ombudsman’s report is a timely reminder of both statutory obligations and good practice. GPs should find its combination of practical tips and illuminating case studies both relevant and helpful.

"In our experience, a sincere apology can prevent a patient complaint from escalating and we remind doctors that saying sorry is not an admission of guilt or liability in any potential litigation, nor is it a sign of weakness. In fact, at times it is the right thing to do and a genuine apology may be all that a patient wants."

Receiving a complaint from a patient is the single most common reason doctors seek advice from MDDUS and accounts for around a fifth of all contacts received.

MDDUS medical adviser Dr Greg Dollman added: "An open and honest approach is the best way to resolve complaints at the earliest possible stage. Doctors should avoid acting defensively and instead show empathy, responding objectively after consideration of the patient’s point of view.

"Where doctors can identify any failings in their care of the patient, then a sincere expression of sorrow or regret should be offered at the earliest opportunity as well as an explanation as to what went wrong.

"Often just listening and understanding a patient’s concerns can defuse a situation. Even in a situation where the doctor does not believe a mistake has been made, it is still possible to adopt a conciliatory tone and express regret that the patient is dissatisfied."

Access the PHSO report entitled General practice complaint handling across England: a thematic review.