Complaints: Writing a response to a complaint


Most doctors will be involved in complaints investigations and clinical governance procedures as part of their practice, and you're likely to have a professional interest in the procedure.

This e-learning module will help give you more confidence drafting a response to a complaint. To tailor the course to your role, you will be able to choose from one of three learning routes:

  • an individual GP responding to a complaint
  • a GP or practice manager responding on behalf of the practice
  • a hospital doctor.

Over the course of the module, we will look at:

  • the psychological aspects of approaching a complaint response
  • what constitutes a good quality response
  • how to word an effective apology
  • how to draft a response on behalf of yourself or the practice.

You'll also have the opportunity to test your knowledge as you work through the course.