The effect on medical practice of disciplinary complaints: potentially negative for patient care

Aim. To explore the personal and professional effect on general practitione rs (GPs) of receiving a complaint against them to the (former) Medical Prac titioners Disciplinary Committee, when the complaint did not proceed to a f ormal hearing. Metbods. Ten GPs were interviewed by telephone, following an enrolment proc edure that protected identities from the interviewer. Qualitative (thematic ) analysis of in-depth interviews was used to categorise doctors' perceived effects of complaints on practice and to develop a theory on why such effe cts should occur. Results. Receipt of a complaint had both short- and long-term effects on th e doctor, and on their views of patients, society and the disciplinary proc ess. There were immediate negative emotional responses that were sustained in the long-term in a way that adversely effected doctor-patient relationsh ips beyond the relationship with the original complainant. Doctors reported short-term changes in their practice of medicine, with reduced ability to work confidently and decisively. Doctors also reported altered practice in the long-term in the direction of defensive medicine, by withdrawing from p roviding some services and avoiding perceived at-risk activities. Conclusion. The impact of a complaint on the self of the doctor suggests a shame response. There may be a need for the relevant professional college t o establish a rapid response 'crash team' to minimize the negative personal and professional effects of a complaint, even when the complaint does not proceed to a formal hearing.