Responding to a complaint that mixes fact, allegation and media threat
You are the practice manager of a six-GP clinic. Mrs H, 72, writes a two-page complaint. She says that on 3 March she telephoned with a three-week cough and was offered an appointment 11 days later. She attended on 14 March, was diagnosed with pneumonia and admitted to hospital for four days. She states that a receptionist laughed and said, 'Everyone has a cough.' She wants an explanation, a written apology, a refund of her $45 gap fee, and says she will take the matter to a television current-affairs program. The records show: the call was triaged by a nurse, not reception; an appointment was offered for 8 March but Mrs H declined because of a family commitment and chose 14 March; there is no record of the alleged comment. The GP who saw her has left the practice.
1. Separate the complaint into facts, allegations and requests. Which can you respond to now, and which require investigation?
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Facts from the record: call on 3 March; nurse triage; appointment offered for 8 March; Mrs H declined and chose 14 March; attendance and admission. Allegation: a receptionist laughed and made the quoted comment-unverified, and the staff member must be identified and interviewed. Requests: explanation, written apology, $45 refund, media escalation.
Respond now: acknowledge the complaint, give the verified timeline, explain the triage and appointment options, and apologise for her experience of not feeling heard. Investigate: the alleged comment. Do not decide the refund until the billing policy is checked. Do not admit that the delay caused the admission; that is a clinical causation question. The GP's departure does not prevent a response-the practice holds the record.
2. Draft the opening paragraph of the written response (about 80–120 words). Explain two choices you made.
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Draft: 'Thank you for your letter of 20 March. I am sorry that you were unwell and that your experience of our practice left you feeling dismissed. I have reviewed the phone record: on 3 March a nurse triaged your cough and offered you 8 March; you chose 14 March because of a family commitment. I am now investigating your comment about the receptionist and will write again within 10 working days. I would welcome a meeting, or a phone call if that is easier.'
Two choices: (1) 'Sorry that you felt dismissed' acknowledges the experience without admitting that the delay caused harm; (2) the timeline is stated factually, not defensively, and the investigation is separated from the clinical complaint. Avoid 'we apologise for the delay in diagnosis', which is an admission of causation.
3. What should you not include, and why? Give three examples.
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Do not include: (1) 'The delay caused your pneumonia' or any admission of causation-the record does not establish it, and it prejudices the clinical review. (2) A defence or naming of the receptionist-the allegation is unverified and staff confidentiality applies. (3) A promise of a refund before checking the billing policy. (4) A response to the media threat beyond 'we will respond through our complaints process'; do not let it change the tone. (5) Clinical details of other patients or irrelevant details about the GP leaving. Each omission protects fairness, privacy and the integrity of the investigation.