Managing Complaints and Negative Reviews: A Guide for Australian GPs

Receiving a complaint is one of the most stressful experiences a General Practitioner can face. However, in today's consumer-driven healthcare landscape, they are an almost inevitable part of practice. Whether it’s a formal letter from AHPRA or a one-star Google review, having a clear strategy can transform a potential crisis into a manageable administrative task.

Where Do Complaints Come From?

Patients generally have two main avenues for raising concerns:

1. Direct to the Practice: Most issues start here. Effective handling by the Practice Manager often prevents escalation.

2. Regulatory Bodies: If unresolved, patients may contact external bodies.

   • AHPRA: Typically handles notifications about conduct, performance, or health impairment.

   • State-Based Commissions: In NSW (HCCC) and Queensland (OHO), complaints often go here first before being referred to AHPRA if necessary.

     
     

Handling AHPRA Notifications

Receiving an AHPRA notification can feel threatening, but it is a structured process designed to assess risk, not just punish.

1. The Immediate Response: Stop and Breathe

Your first instinct may be to reply immediately to "set the record straight." Do not do this. Anything you write can be used in an investigation.

• Action: Note the response deadline immediately.

• Action: Contact your MDO (e.g., Avant, MIPS, MDA National). They will assign a medico-legal adviser to guide you.

2. The Assessment Phase

AHPRA (or the relevant state board) will assess whether the complaint requires investigation. They often ask for a written response.

• Secure Records: Ensure patient notes are complete. Never retrospectively alter notes. If you must add information, create a clearly dated addendum.

• Drafting the Response: With your MDO’s guidance, write a factual, unemotional account. Address specific allegations with reference to clinical notes. Avoid defensiveness; showing insight and reflection is often viewed favourably by the Board.

3. Immediate Action

In rare cases where there is a serious risk to public safety, a Board may take "immediate action" to suspend or impose conditions on your registration while investigating. This is serious—legal representation is essential.

Managing State Board Complaints (HCCC, OHO, etc.)

In states like NSW and QLD, the Health Care Complaints Commission (HCCC) or Office of the Health Ombudsman (OHO) often act as the primary intake for complaints.

• Conciliation: Many less serious complaints (communication, fees) are resolved through conciliation. This is a confidential process to resolve the issue without disciplinary findings.

• Investigation: Serious matters may be investigated or referred to AHPRA. The key remains the same: contact your MDO immediately.

  
  

Managing Negative Online Reviews

Online reviews are governed by public perception and privacy laws, not just regulation.

The "Privacy Trap"

You cannot defend yourself online by citing medical facts. Posting "I didn't prescribe antibiotics because it was a viral infection" breaches patient confidentiality and can trigger an AHPRA notification.

Best Practice Strategy

• Take it Offline: Post a standard, non-clinical reply: "We take feedback seriously. Due to privacy laws, we cannot discuss patient care online. Please contact our Practice Manager so we can resolve this."

• Don't Feed the Trolls: If a review is abusive, ignoring it is often safer than engaging.

• Report Violations: Report reviews that violate platform policies (e.g., conflict of interest) to Google or the relevant site.

  
  

Conclusion

Complaints are rarely a reflection of your entire career. By adhering to strict protocols—pausing, securing records, and contacting your MDO—you can protect your reputation and your peace of mind.

Disclaimer: This article is for general information purposes only and does not constitute legal or professional advice. Every complaint is unique. If you receive a formal complaint or notification, contact your Medical Defence Organisation (MDO) immediately. Always adhere to the specific requirements of the regulatory body involved.

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