At 21:44 10/03/2013, you wrote:
>What does constitute a complaint?? Patient comes and then complains
>that he was not given antibiotics by the GP (appropriately!) - should
>that be a complaint? The reason that I ask is that I have not had as
>much as a niggle from anyone for 2.5 years. Last week I could tell
>that a patient was not happy with the advice that I was giving, hence
>to check that they did not have a pre-set agenda used my usual phrase
>in that situation in a polite & non threatening way - "How would you
>like me to help you?' A complaint came in saying that I had said 'What
>do you expect me to do for you?' Should this be recorded as a
>complaint? In the future should I use a different phrase or technique?
>
>--
>Best Wishes
>
>Paul Bromley
It seems to constitute a learning event for you so why not list
it. I can't see that any good appraiser would give you anything but
credit and you've already made it public.
FWIW nothing you've said above would make me feel any concerns about
you, whether as a colleague or if I was a patient.
Indeed the reality is that we can't please all the people all the
time, and sometimes patients are not amenable to any form logic or
empathy while others are tolerant of even significant failings.
With all good wishes,
Julian
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