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Review of Complaints and Compliments

Information on Complaints Certificates

Feedback is often provided by patients and others by way of complaints and compliments, which should also be reviewed as part of the Appraisal process.   The GMC definition of a complaint is "a formal expression of dissatisfaction or grievance.  It can be about an individual doctor, the team or about the care of patients where a doctor could be expected to have had influence or responsibility".  The doctor may also choose to bring any compliments they have received to their Appraisal meeting.

Doctors should discuss any change in their practice that has been made as a result of any complaints or compliments received since the last Appraisal, either individually or across the team.

The Board is able to provide doctors with a Complaints Certificate, which confirms the number of complaints a doctor has been involved in within the previous year (this data is extracted from the Datix System).  The reports are run three times a year in keeping with the ‘phased’ Appraisal timetable:

  • doctors due to be appraised between 1st April and 31st July will be issued with a complaints certificate covering the period 1st April to 31st March;
  • doctors due to be appraised between 1st August  and 30th November will be issued with a complaints certificate covering the period 1st August to 31st July; and
  • doctors due to be appraised between 1st December and 31st March will be issued with a complaints certificate covering the period 1st December to 30th November.

Please follow the guidance below to obtain a copy of your Complaints Certificate:

  1. request a Complaints Certificate at least two weeks before your Appraisal meeting by emailing [email protected]; and
  2. on receipt of your e-mail you will be e-mailed one of two certificates stating either:
  • there have been no complaints in the previous year; or
  • you have been involved in "x" complaints and the outcome of each complaint e.g. upheld, partially upheld, not upheld and so on.

For any queries in relation to complaints certificates please telephone 0141 201 0835