Discussing Complaints in Medical Appraisal

2026/2027 Discussing Complaints in Medical Appraisal

If you experience a problem viewing the above video, please visit: https://vimeo.com/1225019036

Session	Scottish Medical Appraisers Conference sessions
04	Discussing Complaints in Medical Appraisal Complaints are often one of the most sensitive and complex areas of medical appraisal. Appraisers are required to balance supportive, reflective discussion with the need for clear, accurate documentation that informs revalidation. This interactive workshop will explore how appraisers can approach conversations about complaints with confidence, consistency and compassion. Drawing on practical examples and shared discussion, the session will consider how complaints can be explored constructively, avoiding judgement or collusion, while supporting meaningful reflection and learning. The workshop aims to cover: How to structure and facilitate effective discussions about complaints in appraisal What proportionate, high‑quality recording looks like in Form 4 How to consider whether a complaint can reasonably be described as “resolved”, including how to handle complaints that resurface years later The implications of complaints for appraisal and revalidation The potential professional and personal impact of complaints on doctors, and how appraisers can offer appropriate support within their role This session is designed to be practical and reflective, supporting appraisers to handle complaints in a way that is fair, transparent and focused on professional development. Presenters: Dr George Fernie (SC Appraisal Lead, PSDS)

Session

Scottish Medical Appraisers Conference sessions

Discussing Complaints in Medical Appraisal

Complaints are often one of the most sensitive and complex areas of medical appraisal. Appraisers are required to balance supportive, reflective discussion with the need for clear, accurate documentation that informs revalidation.

This interactive workshop will explore how appraisers can approach conversations about complaints with confidence, consistency and compassion. Drawing on practical examples and shared discussion, the session will consider how complaints can be explored constructively, avoiding judgement or collusion, while supporting meaningful reflection and learning.

The workshop aims to cover:

How to structure and facilitate effective discussions about complaints in appraisal
What proportionate, high‑quality recording looks like in Form 4
How to consider whether a complaint can reasonably be described as “resolved”, including how to handle complaints that resurface years later
The implications of complaints for appraisal and revalidation
The potential professional and personal impact of complaints on doctors, and how appraisers can offer appropriate support within their role

This session is designed to be practical and reflective, supporting appraisers to handle complaints in a way that is fair, transparent and focused on professional development.

Presenters:

Dr George Fernie (SC Appraisal Lead, PSDS)

Session summary:

(Generated by AI)

Significant Events And Reflective Practice: George explained that appraisal should focus on insight, learning and changes arising from significant events, including near misses, while doctors with no such events should declare that fact and consider risk mitigation; and the importance of positive learning events and demonstrating reflection.

Complaints, Candour And Accountability: George outlined the routes through which doctors may be held accountable and explained the duties to respond openly to harm and complaints, while participants examined how complaints can arise from communication failures, organisational constraints and service delays.

Appraisal Recording And Support: George answered questions about handling undisclosed or unresolved complaints, written reflection, support and Form 4 recording, emphasising accurate status descriptions, patient and colleague perspectives, non-judgemental wording and escalation only where proportionate.

Discussing Complaints in Medical Appraisal

Session summary:

Related Documents