ABSTRACT
Complaints are on the increase across the whole spectrum of healthcare. Most complaints received by osteopaths are dealt with within the practice. Only a relatively small number go on to become a claim or are lodged with the General Osteopathic Council. Receipt of a complaint is an important event. It must be handled effectively. Some authorities say that complaints are good and should be treated as a learning exercise. Others think they are a nuisance to be cleared as quickly as possible. Whatever the viewpoint, a dissatisfied complainant can cause a lot of trouble for an osteopath. Ten top tips for complaint handling
1 Keep the insurer informed
2 Do not ignore complaints
3 Act quickly
4 Speak to the patient
5 Do not write aggressive responses
6 Do not miss out dificult bits
7 A conciliator may help
8 Do not get cross
9 It may be OK to return fees
10 It may be OK to say sorry
