Do the write thing.(responding to a complaint letter)

Australian Doctor,  March, 2007  by le Goullon, Justin

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RISK MANAGEMENT by Justin le Goullon

THERE are many reasons why patients make complaints. A well-drafted response can avoid complaints turning into problems with medical disciplinary boards, complaints units or legal claims.

Common reasons for patient complaints include:

* Unmet expectations.

* Waiting times.

* Communication problems.

* Costs.

* Unexpected outcomes.

Before providing a written response to a patient complaint it is important to consult your medical defence organisation.

All Australian jurisdictions have introduced legislative protection ...

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