FAQ: What do I do if I’m involved in a complaint?
- Refer MPS complaint series.
- Work closely with the practice complaints manager (usually the practice manager) and the responsible person (usually a partner) to understand the reason for the complaint and the motivation of the complainant.
- If it becomes clear that some act or omission on your part is involved in the complaint, then prepare your response with help from your defence organisation.
- Remember that the majority of complaints can be resolved locally with a sensitive, early apology, an acknowledgement of the problem and a description of what will be done differently to prevent the problem arising again.
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