Even when we think we have acted appropriately, receiving a complaint can be very distressing.

In this talk I will look at the complaints process, what sort of issues lead to complaints, why patients of their families complain, and how to deal with the confronting challenge of receiving complaints.

I will debunk some myths about what can happen after a complaint is received by a regulatory authority and provide advice on how to address the issues in the complaint to help achieve the best outcome.