Medical Council complaints process ‘emotionally taxing’

The Medical Council’s complaints process has been described by doctors as “emotionally taxing” and “traumatising” during focus group sessions.

Doctor and patient focus groups were established as part of the Council’s Complaints Model Framework project. The findings are contained in a new report, Doctor and patient views on reforming the complaints model.

The Council is examining how to “rebalance” its regulatory model through a “proportionate, risk-based, and agile approach”.

The report stated that the necessity of a formal complaints process for serious cases was “evidently expressed” during the focus groups. 

“However, the need to improve the current model was also stark; this was required for the Council, patients, and doctors. A number of themes were generated from the discussions during the focus groups including the complaints process being an emotionally taxing experience, which needs to include support for doctors.”

The need for alternate informal processes prior to the complaints procedure, streamlined processes, improved communication, and increased accountability within the Medical Council, were other “strong” themes. 

The prospect of receiving a complaint from the Medical Council elicited a strong emotional response among doctors. One doctor spoke about carrying this as a concern “every day for their career” while others remarked on the “constant fear” of being complained about.

Receiving a complaint had a negative impact on a doctor’s mental health. One doctor shared feeling “dehumanised” by the process, another commented on suicide risk, and others spoke about how emotionally traumatising it is to be complained about and to undergo a lengthy investigation.

Supports at varying levels of complexity were suggested by doctors, ranging from better signposting to key workers within the Council, peer support, and counselling services.

Patient feedback also indicated the complaints process was “inadequate and inefficient in many ways”.

The possibility of engaging in mediation as a first step arose as a strong theme. More broadly, patients reported feeling that many doctors were operating “through a paternalistic lens” and were not open to communicating and sharing knowledge.

 The Council has since launched CAREhub, an external mental health support service for doctors, medical students, and the public who are engaged with its
regulatory processes.

Most complaints investigated by the Medical Council do not result in fitness to practise proceedings.