Who You Gonna Call? GMC Launches Complaints Website For Patients

Main Category: IT / Internet / E-mail
Also Included In: Public Health
Article Date: 19 Nov 2008 - 1:00 PST

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The GMC has launched a new online information centre, Patients' help, to let patients know who to contact when they have a concern about a doctor.

Patients' help is the first website to help patients navigate the complaints system. It provides case studies, includes a timeline for the life of a GMC complaint, and an interactive map with contact details for local help and advice centres across the UK. An online complaints form is part of the site. This asks users some questions in order to ascertain whether their complaint should be coming to the GMC. Patients' help can be found at http://www.gmc-uk.org and is available in English and Welsh.

The GMC is one of several organisations that patients can contact when they have a concern about a doctor. It deals with complaints that bring an individual doctor's fitness to practise into question - for example in cases of serious or repeated mistakes in carrying out a medical procedure or in clinical diagnosis; serious breaches of a patient's confidentiality; or serious cases of fraud or dishonesty.

A recent GMC survey conducted by GFK NOP found that nearly a quarter of people questioned said that they didn't know who to complain to about their doctor. Patients' help will help patients understand when a complaint should be directed to the GMC and when to contact another local organisation where the incident occurred. Typically the GMC receives 5,000 complaints a year, yet only around 1,700 of these are appropriate for the GMC to investigate.

How to make a complaint may vary depending on where in the UK the patient received treatment and whether they received NHS or private healthcare.

Paul Philip, Director of Standards and Fitness to Practise, GMC said:

"The vast majority of doctors are good doctors who work in partnership with their patients. But, when things go wrong patients need to know where to turn. We recognise that it can be a stressful time for patients when they have a grievance with a doctor. We hope that Patients' help will to make it clear what these patients need to do and make the process less worrying for them.

"The GMC has worked with local advice organisations across the UK to produce Patients' help. Patients need to know which body to contact so that their complaint will be dealt with appropriately and efficiently by the right organisation the first time round."

Katherine Murphy, Director of Communications, Patients' Association said:

"It is stressful enough for patients to have to complain about their doctor. A recent survey conducted by the Patients' Association highlighted that many patients find the NHS complaints process cumbersome and difficult. We welcome the GMC's new site and its aim to improve and simplify the situation for everyone."

General Medical Council