Professor Marie Bismark
Melbourne School of Population and Global Health
Healthcare does tremendous good but can also cause harm. Patient complaints provide an opportunity to address misunderstandings, re-establish trust, and improve the quality and safety of care. However, complaints can also be distressing events for clinicians. This presentation will synthesise two decades of medico-legal research on the source, nature, and outcomes of patient complaints and will provide a framework for responding to complaints in a way that supports clinicians, protects patients, and helps to improve the quality of care.