ABSTRACT
Doctors have become more aware of the importance of proactive clinical risk identification and the management of quality and safety in everyday practice. While it can be a time-consuming process to be involved in clinical governance, most doctors understand the importance of regular formal meetings with colleagues to continuously improve the quality and safety of patient care, and to prevent future clinical incidents. Facing complaints is difficult and stressful, and subsequent medicolegal action can have serious consequences on doctors’ confidence, mental health and performance. In handling complaints, it is important to engage in open and earnest communication, and liaise with a medical defence organisation. Medical defence organisations usually advise against making any admission of liability or error of judgement, particularly before all the facts of the case are known. Patients need to be reassured that their complaint is being taken seriously and responded to by the doctor concerned.
