Complaints: writing a response to a complaint

This module has been updated to reflect the GMC's 'Good medical practice' (2024) guidance.

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.

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