Traditionally, patients who, for whatever reason, are dissatisfied with the care their doctor has given them, have had the options of saying nothing or of complaining. Saying nothing may result in resentment and a barrier to subsequent consulting. Complaining is a daunting and inappropriate process for many who, reasonably, are seeking clarification or understanding. A culture, not of complaint, but of feedback and dialogue, is attractive.
As doctors, we can all expect to receive complaints. Often they come from unexpected sources. Usually if we sense a problem we deal with it and try to defuse it. Complaints tend to emerge when a patient perceives that something has been unfairly or negligently done or not done to them by a doctor. The contract between doctor and patient is an intimate one, even when it goes wrong, and the doctor receiving the complaint often goes through a remarkably similar process to that of the patient … someone is doing something unkindly or unfairly to me. He or she (as tutored by their MDU adviser) tends to respond carefully and defensively. An exchange of letters often leads to surprisingly little shared understanding as both patient and doctor are, in fact, mirroring each other's processes. Substantial hurt may result, but often little light is shed.
These raw but potentially rich experiences can, however, provide an opportunity for both to gain valuable insight, to learn and to avoid future similar situations. There is a more creative and illuminating way to deal with complaints.
We were both recently involved in conciliation procedures and, for both of us and for the patients, they were useful and educational. In both cases, the patients were dissatisfied with the care they had received and were offered, and accepted conciliation as an alternative to lodging a formal complaint. …