Complaints Handled by Hospitals and their Lawyers

20^th September 2023

Emily Borhan, Medico-legal Adviser to PRASIS and our Brokers MIC (Medical Insurance Consultants) writes:

The nature of the work carried out by plastic surgeons often puts you in a vulnerable position when it comes to the surgical outcomes and the patient expectations. It is quite common for a patient to return to clinic expressing disappointment in the result of surgery, and this can even lead to revision surgery.

The situation becomes more complicated when the patient makes a formal complaint to the hospital. You will often be asked to provide a summary of the treatment you have provided, along with some comments on the matters raised in the complaint. Once you have drafted this, the hospital will use your information to compile a response which they will send to the patient.

If you are faced with this situation, it is important that you notify the medico-legal helpline as soon as possible. This is because your insurer will want to be part of the complaint process, and we will be able to assist you with your summary and comments. It is also important to make sure that the hospital provides you with copies of all the correspondence that they have received, and a copy of the draft letter before it is sent to the patient. Your insurer will want to see this letter before it is sent to ensure that your position is protected. In most situations, the hospital will do their best to resolve the matter, but their interests are not always aligned with that of the surgeon, and it is important that we make sure your position has not been prejudiced in any way.

If you are informed of a complaint via the hospital, please make it clear to them that your insurer will need a copy of all correspondence, and that any draft letters will need pre-authorisation before they are sent.

If you have any questions or have a complaint that needs to be notified, please contact the medico-legal helpline on 03332408979.