In this episode, Dr Craig Thurtell interviews Dr Dorothy Armstrong about how to deal with complaints as a consultant. They discuss early resolution of complaints, how to approach formal written complaints, and Dorothy explains the role of the Scottish Public Services Ombudsman in complaints.

Dorothy Armstrong is currently Lead Professional Advisor to the Scottish Public Services Ombudsman and Director of DA Professional. Her passion is to ensure people are at the heart of their healthcare experience, in an environment where those both giving and receiving care are valued and appreciated. Dorothy's company, DA Professional, supports individuals, teams and organisations to enhance communication, leadership and well-being. Her wish is to bring kindness and positivity to the workplace where compassion, courage and connection is valued. Dorothy is a graduate of Nursing at the University of Edinburgh and now an Honorary Fellow. She is proud to have worked in the NHS as a Director in nursing management and education. Dorothy remains on the nursing register, and was a vaccinator during the Covid-19 pandemic. In 2010, she was awarded an Honorary Doctor of Science degree from the University of Edinburgh for services to nursing.

Craig Thurtell completed his undergraduate education in Edinburgh before moving to Tayside to undertake his postgraduate training in general (internal) medicine and endocrinology & diabetes. He was first appointed as a consultant in 2019 and took up his current post as a consultant physician at University Hospital Monklands, Lanarkshire, Scotland in July 2022. He served a number of terms on the Trainees and Members' Committee (2014-2019) and is currently a member of the Recently Appointed Consultants' Committee (2021-2024). His main clinical interests cover adult general endocrinology and diabetes (mainly type 1 and complex type 2). He regularly acts as an educational and clinical supervisor to all grades of junior medical staff, including medical undergraduates from the University of Glasgow. He has been a regular MRCP(UK) PACES examiner since February 2022.

-- Resources --

DA Professional website: https://dorothyarmstrong.net/

Dorothy's email address: [email protected]

The 7 As for complaints and Power of Apology slides are available from: https://dorothyarmstrong.net/flourish/

Recording date: 7 November 2023

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