21.07.14
Social media linked to complaints increase to GMC
A rise in the number of complaints to the doctors’ regulator has been linked to the negative media coverage of the medical profession and the growing use of social media by patients.
This is according to a General Medical Council commissioned report, which revealed that while the reputation of the medical profession remains positive overall, it identified that negative press coverage may be ‘chipping away’ at this reputation and resulting in an increased number of people making ‘me too’ complaints to the regulator.
In addition, researchers from the Collaboration for the Advancement of Medical Education, Research and Assessment (CAMERA) at Plymouth University Peninsula Schools of Medicine and Dentistry, found that social media has been linked to the increase in complaints.
Specifically the use of Twitter and Facebook has led to the development of ‘communities’ and ‘public forums’ where patients discuss their treatment and easily exchange information on how to complain.
The report was commissioned by the GMC after enquiries made by the general public to the regulator about doctors’ fitness to practise rose from 5,168 in 2007 to 10,347 in 2012. The aim of the study was to understand this increase with greater clarity.
Dr Julian Archer, lead author of the report of director of CAMERA, said: “The process of compiling this report has produced some fascinating findings. They show that the forces behind a rise in complaints against doctors are hugely complex and reflect a combination of increased public awareness, media influence, the role of social media technology and wider changes in society.
“We found that while a better awareness of the GMC has a role to play in the increase in complaints, it did not necessarily result in an increase in complaints the GMC were in a position to deal with. The report also indicated that there is much to do to improve the wider complaint-handling system, so that complaints made by the general public about their doctors are directed to the appropriate authorities.”
The majority of the complaints from the public to the GMC in the period covered were not about individual doctors and were about standards of care more generally. These should have been filed to the NHS organisation responsible or to the Care Quality Commission, the report authors added.
Commenting on the research Niall Dickson, chief executive of the GMC, said: “We have no evidence that the rise in complaints against doctors reflects falling standards – what this research underlines is that patients are more willing to complain and find it easier to do so.
“The challenge for the GMC and other organisations is to make sure that anyone who has a concern or complaint can find their way to the right organisation to deal with it.”
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