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Activity description

76477 - Avant handbook: When patients complain - The complaints process what you really need to know

Avant Insurance Limited

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

Domains of General Practice

D1. Communication skills and the patient-doctor relationship
  • Complaints and concerns are managed effectively

D2. Applied professional knowledge and skills
  • Appropriate procedures are undertaken after receiving informed consent

D3. Population health and the context of general practice
  • The health needs of individuals are balanced with the health needs of the community through effective utilisation of resources

D4. Professional and ethical role
  • Adherence to relevant codes and standards of ethical and professional behaviour

D5. Organisational and legal dimensions
  • Medico-legal requirements are integrated into accurate documentation

Curriculum Contextual Units

  • Adult health
  • Care of older people
  • Children and young people health
  • Individuals with disabilities
  • Men's health
  • Pregnancy care
  • Refugee and asylum seeker health
  • Residential care
  • Sex, sexuality, gender diversity and health
  • Women's health

Session summary


Sunday 1 Jan 2017 12:00am - Tuesday 31 Dec 2019 5:00pm

This activity is readily available at any time








All attendees welcome

Target Audience

GPs and practice team

For more information contact...

Ruth Crampton
T: 0390265969