ABSTRACT
In the course of the career as a medical professional it is highly likely that they will encounter at least one complaint against them from a patient. Although this may be an extremely distressing event, the manner in which they attempt to resolve the grievance may have a direct bearing on the consequences. It is a commonly held misconception that the majority of complaints made by patients against the medical establishment are because of failings involving poor care, neglect, clinical negligence or mistakes in diagnosis and treatment. In fact, research indicates that most complaints arise from miscommunication and misunderstandings that occur between the doctor and the patient. When complaints are made it is easy to allow emotions to gain the better of doctor. More often than not, this will exacerbate the situation and antagonise the patient further. Hence, good communication with the patient will go some way towards defusing the situation and averting any further action.
