A patient writes a formal complaint about a delayed cancer diagnosis while you were on call. Investigation shows that you missed a lung mass on a ches...

Question

A patient writes a formal complaint about a delayed cancer diagnosis while you were on call. Investigation shows that you missed a lung mass on a chest X-ray. According to GMC Good Medical Practice, what is the most appropriate way to respond to the complaint?

Accepted Answer

Provide a prompt, open and honest explanation of what happened, apologise, and describe actions taken to prevent recurrence

Answer

Ignore the complaint because it will upset you

Answer

Blame the radiographer for not reporting the X-ray

Answer

Refuse to comment and direct the patient only to the complaints team

Answer

Refuse to apologise as this implies legal liability

uk-plab-1 MCQ (SBA): Handling complaints and apology

A patient writes a formal complaint about a delayed cancer diagnosis while you were on call. Investigation shows that you missed a lung mass on a chest X-ray. According to GMC Good Medical Practice, what is the most appropriate way to respond to the complaint?