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Avoiding the Escalation of Complaints Discussion 2

Peter Shah
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Avoiding the Escalation of Complaints Discussion 2

The doctor-patient relationship is a critical part of patient care.  When this trust is broken, the clinician needs to take the time to listen to the patient and re-establish communication if possible.  Certain patient psychological factors can be identified in these cases, divided into 3 clusters - odd, emotional and anxious disorders as defined by the American Psychiatric Association,  By identifying potential problems at an early stage, escalation of the complaint may be avoided.  Your fellow colleagues at these times can become your best support.

Peter Shah

Professor Peter Shah is a Consultant Ophthalmic Surgeon and Supra-Regional Glaucoma Specialist at University Hospitals Birmingham NHS Trust. He is also a Visiting Professor to the NIHR Biomedical Research Centre (Moorfields Eye Hospital and UCL Institute of Ophthalmology). He is Honorary Professor of Glaucoma at the Centre for Health and Social Care Improvement at the University of Wolverhampton.

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