Handling a complaint about a missed diagnosis

This emotionally charged station tests empathy, honesty and professionalism. The examiner wants you to acknowledge distress and be candid without speculating, blaming colleagues, or admitting liability inappropriately.

How to structure it

• Let the relative tell their story and acknowledge their distress.
• Apologise for their experience and the distress caused.
• Avoid speculation or criticism of colleagues; stick to what you know.
• Explain the complaints process and offer a full investigation (duty of candour).
• Agree how you will keep them informed.

Common pitfalls

• Blaming colleagues or guessing at what happened.
• Becoming defensive in the face of anger.
• Either admitting liability prematurely or being evasive.

Examiners reward empathy, honesty, professionalism, and a clear, fair path to investigation.