Complaints and Compliments

Core Element E (Domain 3 or 4)

Domain 4: Maintaining Trust

Compliments / Positive Feedback

For compliments or particular pieces of positive feedback received, please document these on your appraisal form on SOAR under Domain 4.

Complaints / Critical Incidents

A complaint is a formal expression of dissatisfaction or grievance.  You should be able to demonstrate your awareness of any complaints, your participation in the investigation and the response (what actions were taken in response to the complaint?), and your reflection (did you identify any development needs?).

Completion of Complaints/Critical Incidents Statement (declaration) is required for every appraisal

Good medical practice requires all doctors to:

  • Show respect for patients (para 53-55)
  • Treat patients and colleagues fairly and without discrimination (para 56-64)
  • Act with honesty and integrity (para 65-80)

GMC (2013) Good Medical Practice, [Online], Available: http://www.gmc-uk.org/guidance/good_medical_practice.asp

"Issues" on Form 4

Any complaints or critical incidents declared in the Complaints/Critical Incidents Statement will get flagged automatically as "issues" when the appraiser drafts the Form 4 summary.

If the appraiser deems the complaint(s) as resolved and no further action is required, they can overwrite "issues" on your Form 4 to "Resolved".

The three statuses in relation to the self declarations are:

  • "Issues" - a declaration has been made of an incident which requires discussion with appraiser
  • "No issues" - declaration made with no incidents raised
  • "Resolved" - declaration made with incident(s) which was discussed with appraiser at appraisal, who has deemed the issue resolved and does not need to be flagged for RO's attention.

Related Documents

Structured Reflective Template - COMPLAINT | File Size: 92 KB | Date Updated: 11/03/2015

Document designed for electronic completion




This page was last updated on: 15/05/2015