The universal GP Training website for everyone, not just Bradford.   Created in 2002 by Dr Ramesh Mehay

Bradford VTS Online Resources:

Practice Management

Handling & Learning from Complaints

Expect and embrace complaints!

Society is changing and complaints in the NHS are more common now than inthe 1970s and 80s.   We should not see that as a bad thing!   Complaints are a great opportunity for reflecting on things and making them better.   They help fine tune your behaviour and the service you provide.   So, start seeing them in a more positive light.

My GP Trainer said to “The only complaint to be scared of is the one where YOU KNOW you have done a wrong”.  Complaints are common.  Expect 1-2 in General Practice every year about you as a person.   Any more, then there really is something to look at more deeply.   But my GP Trainer also said “The doctor I get have sometimes a concern about is the doctor who never gets any complaint” and he was saying that because you cannot please all of the people all of the time.  

And remember, always put yourself in the patient’s shoes.  You’ll then truly understand their thoughts and feelings and this will help you to do the right thing.

We can learn a lot from the business sector

Watch this clip and see if there is anything there that is transferrable from the customer setting to the patient setting. 

And for a bit of fun, here is a clip from Fawlty Towers.   How not to handle a complaint.  Manuel is a waiter from Spain who speaks little English.  

Have you recieved a complaint? Under Investigation? Feel low, depressed?

Please ring the BMA Doctor’s Support Wellbeing Service.

Please speak to your GP Trainer and Training Programme Directors.

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Bradford VTS was created by Dr. Ramesh Mehay, a Programme Director for Bradford GP Training Scheme back in 2001. Over the years, it has seen many permutations.  At the time, there were very few resources for GP trainees and their trainers so Bradford decided to create one FOR EVERYONE. 

So, we see Bradford VTS as  the INDEPENDENT vocational training scheme website providing a wealth of free medical resources for GP trainees, their trainers and TPDs everywhere and anywhere.  We also welcome other health professionals – as we know the site is used by both those qualified and in training – such as Associate Physicians, ANPs, Medical & Nursing Students. 

Our fundamental belief is to openly and freely share knowledge to help learn and develop with each other.  Feel free to use the information – as long as it is not for a commercial purpose.   

We have a wealth of downloadable resources and we also welcome copyright-free educational material from all our users to help build our rich resource (send to

Our sections on (medical) COMMUNICATION SKILLS and (medical) TEACHING & LEARNING are perhaps the best and most comprehensive on the world wide web (see white-on-black menu header section on the homepage).