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Listening to the patient, especially when things have gone wrong
  1. Abi Berger
  1. Correspondence to Dr Abi Berger, London, UK; journal{at}

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I was investigating a complaint a few weeks ago, not one specifically related to sexual and reproductive health, but one which could have come from any area of my practice. The patient had complained to the practice, the hospital and her consultant. Her complaint to us was about investigations we undertook in primary care which she thought had delayed a referral to secondary care. The complaint I was handling took many hours of work to investigate because the patient was unhappy about something that had happened several years ago and all the general practitioners (GPs) she had seen since then had moved on. Because of this, I felt a huge burden of responsibility to all concerned to ensure that my conclusions were fair and founded on fact. …

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