Locums can sometimes feel more exposed to complaints as a result of not being part of a permanent team and it can be unnerving when a situation arises that looks like it might be a problem. However, there are some simple steps that you can take to protect yourself from complaints.
Learn how to diffuse hostility
Whatever the environment you’re working in, whether you’re a locum seeking A&E jobs, neurology jobs or orthopaedic jobs, there may well come a point where you find yourself in a hostile situation that you have not created yourself. Understanding how to handle this type of situation can stop it escalating and turning into an actual complaint. Try to put yourself in the position of the relative or patient and identify behaviour they might find obstructive or rude – clear communication, providing full explanations, making yourself available and answering questions all help to stop angry responses. If you do find yourself faced with someone really aggressive then the golden rule is never be hostile back – remain calm and call for security if you need help.
Take good care with your notes
The records you make of the work that you do will provide evidence of what happened should anything occur further down the line. Good notes require a balance between detail and being concise – enough detail to give an accurate picture of the context and the action you took but short enough to avoid becoming an essay. You should stick to the required format but don’t miss anything out if you think it’s important, particularly where it relates to something controversial. It can be irritating to have to do notes when you’re busy but don’t underestimate the importance that these will have if you end up under scrutiny. The GMC states this very clearly in Good Medical Practice: “Keep clear, accurate and legible records, reporting the relevant clinical findings, the decisions made, the information given to patients and any drugs prescribed or other investigations or treatment.”
Be patient facing
For locums, the challenge is often being able to provide consistency of patient care when you’re dealing with a team – and patients – you haven’t worked with before. However, avoid spending too much time immersing yourself in the notes and remember to give plenty of face time to the patient too. Complaints often arise simply because patients feel they’re being ignored.
