The handbook is a document that is available hardcopy, online as a flip book or a downloadable PDF. To make the handbook interactive, we include embedded video and links to relevant resources. Comprehension will be assessed with multi-choice questions.
Feedback and evaluation will be done via a survey that participants will be asked to complete at the end of the handbook.

Relevance to General Practice

Patients complain for many reasons, but usually in response to something they perceive has gone wrong. Generally, a patient with a complaint seeks an explanation or further information. It is important to remember that what the patient perceives as an adverse event may be very different from what you consider to be an issue.
Patients generally complain because they perceive that something has gone wrong. They may also complain because of an unmet expectation or because there was a breakdown in communication.
This handbook reviews the reasons patients complain and outlines the process to manage a complaint

Learning outcomes

1. 1. Outline the reasons why patients undertake a complaint process
2. 2. Identify appropriate responses for both formal and informal patient complaints
3. 3. Review responsibilities related to a privacy related complaint
4. 4. Develop an awareness of support services available during the complaint process