Candour, Patient Safety, Complaints and Concerns
Respond openly when things go wrong, report safety issues, raise professional concerns and handle complaints fairly.
How to prepare for LDS Part 1
Build clinically applied knowledge, then practise selecting the single best safe action from five plausible options under timed conditions.
Core concepts
Concept 1
Candour requires timely, honest and compassionate communication, an apology where appropriate, explanation of known facts and planned action.
Exam cue: Protect the patient first, then communicate, report and investigate through the correct routes.
Concept 2
Complaints, safety reports and concerns are distinct processes that may run together; each needs documentation, escalation and learning.
Exam cue: Focus on the concern's substance and risk rather than the status of the person raising it.
Risk pitfalls and guardrails
Withholding an apology because it is mistaken for an admission of liability.
Guardrail: Do not select a technically possible option if it ignores urgency, consent, medical risk, competence, follow-up or the patient's priorities.
Treating a complaint response as a substitute for safety reporting or urgent action.
Guardrail: Do not select a technically possible option if it ignores urgency, consent, medical risk, competence, follow-up or the patient's priorities.
Memory anchors
What is the immediate response when something goes wrong?
Make the patient safe, be open, seek help, document and report.
What should candour communication include?
Known facts, sincere apology, immediate action, next steps and a contact route.
What makes complaints handling good?
Accessible process, acknowledgement, fair investigation, clear response, remedy and learning.
When should a concern be escalated?
When local action is unsafe, ineffective, conflicted or the risk is serious or continuing.
Why separate reporting routes?
A complaint, incident, safeguarding issue and professional concern can require different parallel actions.
Checkpoint rule
Do the check-up only after you can summarize each concept in one sentence and identify one dangerous pitfall from memory.
Knowledge Check (after reading)
Short check-up to confirm understanding of this module.
Check-up Questions
A near miss is caught before reaching the patient. What should happen?
A patient complains about a rude receptionist. What must the practice provide?
Answer all questions to submit.
Next step personalized recommendations
Continue learning
Move forward only after this module is stable.
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