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.

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.

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