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You will be connecting to our educational partner, which controls its own content, practices, and other policies.

  • Overview
  • Activity
  • Post-Test
  • Evaluation
  • Claim Credit
Writing to a complainant

Writing to a complainant



Time to Complete

0.5 hours


January 10, 2017


July 3, 2018

Programme Description

In this article, the second in a free series on legal and ethical aspects of primary care, MDU medico-legal adviser Dr Sissy Frank explains how a well-crafted written response can help resolve complaints. Key learning points for GPs include when to write a letter in response to a complaint, and what to include in the letter so as to maximise the chances of resolving the complaint. This article is provided by the MDU.

This article forms part of the MDU's Safe, ethical practice learning plan worth 9 CPD credits.

Educational Objectives

After reading this activity, healthcare professionals should be better able to:
  • List the elements of successful complaint handling in primary care
  • Understand the value of a well-drafted written response
  • Recall the four elements that should be in the response letter
  • Address patients’ concerns and provide an apology where appropriate
  • Author

    Activity and test author
    Dr Sissy Frank
    Medico-legal adviser


    This article is provided by the MDU


    This is a learning activity provided by MIMS Learning, featuring learning material and a test. Completing the test enables you to claim 0.5 learning credits (0.5 hours learning). This credit award is recommended by MIMS Learning based on completing the activity and reflecting on what you have learned. If you spend less time on the activity we recommend claiming fewer credits.

    Please proceed with the activity until you have successfully answered all the test questions and completed your evaluation. You will then receive your MIMS Learning CPD certificate, which will be added to your CPD organiser for access at any time and may be exported to the Clarity & RCGP Appraisal Toolkit for GPs. This activity is offered at no cost.


    Hardware and Software Requirements
    • A computer with an internet connection
    • Internet Browser: Internet Explorer 7.x or higher, Firefox 4.x or higher, Safari 2.x or higher, or any other W3C standards compliant browser
    • Additional Software: Adobe Flash Player and/or an HTML 5 capable browser maybe required for video or audio playback. PowerPoint or Adobe Acrobat Reader may occasionally be required
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