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Writing to a complainant
Format
Practice
Time to Complete
0.5 hours
Published
January 10, 2017
Updated
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.
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
MDU
London
UK
Dr Sissy Frank
Medico-legal adviser
MDU
London
UK
Disclosure
This article is provided by the MDU
Instructions
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.
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.
SYSTEM REQUIREMENTS
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
