It is a confronting
experience to receive a complaint. It is difficult not to become defensive. The
temptation is to deny the issues, to blame the patient for being difficult,
non-compliant, hostile etc. However, it does not help resolve the situation by
fighting back, ignoring the problem or being ‘petulant’.

Talk to a colleague, the practice principal, your professional
organisation, or Avant’s Medico-legal Advisory Service, seek advice and seek
support.
Further reading
Nash, L., Curtis, B.,
Walton, M., Willcock, S. and Tennant, C. The response of doctors to a formal
complaint. Australasian Psychiatry 2006; Vol 14 (3): 246 – 250.
Mulcahy,
L. 2003, Disputing Doctors: The Socio-legal Dynamics of Complaints about
Medical Care, Open University Press, Buckingham, UK.