A patient’s daughter attends the surgery complaining about her mother’s care on the ward, stating that staff were rude and delays occurred. She wants ...

Question

A patient’s daughter attends the surgery complaining about her mother’s care on the ward, stating that staff were rude and delays occurred. She wants to make a formal complaint. What is the most appropriate response by the GP?

Accepted Answer

Explain how to access and support her through the formal complaints procedure

Answer

Tell her that complaints are pointless and discourage her

Answer

Refuse to discuss the matter and ask her to leave

Answer

Immediately criticise the hospital staff and promise disciplinary action

Answer

Ignore the complaint as it is not in primary care

uk-plab-1 MCQ (SBA): Complaints handling

A patient’s daughter attends the surgery complaining about her mother’s care on the ward, stating that staff were rude and delays occurred. She wants to make a formal complaint. What is the most appropriate response by the GP?