Sentry Page Protection

Ethical Scenario 22


A patient calls up the practice and wishes to make a complaint and give suggestions to improve the quality of the practice following a recent routine examination. The receptionist is unsure how to deal with the query at hand and asks for the complaint over the phone but does not document it. Which issues arise here?
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​Excellent Candidate response
  • It seems as though the practice does not have a formal complaints procedure in place (5th GDC standard)
  • Every practice must have an official complaints procedure established should it be needed. This should be available to patients and if someone wishes to complain, the protocol should be made clear to them.
  • This should include the necessary timelines, the mode of complaints and how improvements can be made.
  • This will ensure there is quality assurance and regular improvements being implemented across the practice
  • Additionally, all staff members should be aware of this important process.