ABSTRACT
Some of the factors most commonly affecting clinical negligence claims are: communication breakdown; poor systems and processes; and human error. Practices need to develop systems to manage clinical and administrative communications. Communicating well with patients takes time and energy, but done well it reduces risk. Funds or sponsorship improves communication, assists in managing risk, and supports clinical governance guidelines. Common negative health experiences include the following: poor communication with patient; poor communication with other professionals; and poor communication within the system. Staff needs to be trained in good procedures and customer awareness: improve patient communications—keep patients informed through notices, newsletters and leaflets. Most practices need to further develop ways of working in partnership with patients. Patients, especially those with chronic ill-health, know their experience of illness better than anyone else. Every healthcare experience is personal, and is usually a mixture of excellent medical care and unacceptable incompetence or irritations.
