Complaints about doctors up by 23%

Posted 17/09/2012

The BBC reported today that the number of complaints in the UK made to the General Medical Council (GMC) about doctors has risen 23% in the past year.

Despite this rise in complaints the GMC claimed that there was no evidence to suggest care was getting worse. Instead, it claimed the rise was down to greater expectations and willingness to complain.

The figures – the most detailed yet to be released by the GMC – showed that not all the complaints led to full-scale investigations. Nearly 5,000 were closed after an initial assessment, while another 1,537 were deemed not to impair a doctor’s ability to practise medicine.

The most complained about topic was the care and treatment given, followed by communication and respect for patients. Both saw large rises in the past year.

The GMC is introducing a number of measures in response to the rise in complaints. These include a confidential helpline for doctors to report their own concerns, a national induction programme for new doctors and a 15-strong team of employer liaison advisers to develop a closer relationship between the GMC and senior officers responsible for dealing with complaints locally.

Sophie Bales, a solicitor in Ashtons Legal’s nationally recognised Medical Injury team, comments: “It concerns me that the GMC claims that the rise in complaints is down to greater expectations and willingness to complain. Common topics for complaint were communication and respect for patients.

To me, in reacting in this way, the GMC is failing to recognise the importance of communicating effectively with patients and showing them the dignity and respect they deserve. Although a failure to communicate in itself does not necessarily constitute negligence, many clinical negligence claims would not come to fruition if there had been effective communication between a patient and their doctor. Clear explanations are often not given and patients often feel that their concerns have not been listened to. All this contributes to patients feeling as though they have not received adequate care. Respect and dignity  are also issues which come up time and time again, especially in relation to elderly care. This is unacceptable; all doctors have a duty to treat patients with respect and dignity.

It is therefore crucial that the GMC understands the importance of these issues and addresses them. It is positive that the GMC is planning to introduce measures in response to this rise in complaints. Hopefully these will go some way to improving patient care.

Another concern is the GMC’s speed in dealing with serious complaints. A colleague of mine reported an uninsured doctor to the GMC six weeks ago and has yet to receive a response. This is unacceptable; it is crucial that serious concerns are addressed effectively and speedily to ensure patient protection.”