DDU advice

The DDU adviser she spoke to agreed that although the tone of the email was positive, there was no reason the member shouldn't continue to be empathetic and apologetic. The incident had happened and nothing could change that, but she should nevertheless do what she could to remain on the professional high ground and support the patient.

In this instance the patient wasn't explicitly looking for an apology or making a complaint, but by restating her recognition of what had happened, the member would be able to reassure the patient she was acting in his best interests. The adviser recommended calling the patient in person to double-check he was okay, and to reiterate her apology. It would also be an opportunity to go above and beyond by suggesting the patient seek medical advice if he thought it necessary, and to offer to liaise with any other clinicians as needed and with his permission.

As with any incident, keeping an audit trail of all communication would be important, and if she felt it was necessary the member could follow-up the phone conversation with an email inviting the patient to contact her if there were any subsequent problems. On the slight off chance that the patient's position changed and he decided to make a complaint, the adviser told the member to contact the DDU again for further advice.

Learning points

It's important to remember that complaints - or other interactions with patients, such as this one - can very often be used as an opportunity to learn lessons and improve relationships, and don't have to be viewed as solely negative experiences. If you need more information and resources on effective communication, visit our website or call our advice line.

Compliment or complaint?

Compliment or complaint?