The toxic cocktail that leads to patient complaints – how can the NHS line its stomach?

Dr Claire Dow is Consultant Physician at Barts Health NHS Trust. She tweets at @ClaireDow1

Think not of what you can do for your complainants, but what your complainants can do for you. (Apologies to President Kennedy.)shutterstock_112048880

At the recent BGS/RCP conference on Acute Care of Older People, we were privileged to hear Dame Julie Mellor talk about patient complaints from her perspective as Parliamentary and Health Service Ombudsman.

For an audience composed mainly of Geriatricians and Acute Physicians, it came as no surprise that she felt that hospitals are poorly equipped to deal with the older people who have multiple conditions. Continue reading