Small Team. Big Impact. We Don't Stand Still; bringing clarity and confidence to one of the most complex and high pressure aspects of running a practice.
The challenge we heard from practices
Responding to patient complaints is one of the most time-consuming and legally exposed tasks a practice faces. Across Devon, practices told us a consistent story. Complaints are complex and time-intensive to manage, responses need to be legally robust, and there is very little margin for error. Our survey of 41 practices found that, on average, each complaint takes 6.4 hours to resolve, equating to around 136 hours of staff time per practice each year.
At the same time, many practices told us they were already using AI tools to help draft responses, but with understandable concern around legal risk and accountability. The issue wasn’t intent. It was the absence of a trusted, safe starting point.
A thoughtful approach to supporting practices
In April 2026, we launched the Devon LMC Complaint Toolkit; a structured, legally reviewed resource, developed over time to reduce burden while protecting practices. Rather than producing rigid, one-size-fits-all letters, the toolkit provides modular building blocks that practices can adapt to each situation.
It brings together:
- Universal components required in every response
- Category-specific templates covering the most common complaint types
- A library of carefully constructed phrases
- A pre-send compliance checklist to support safe, consistent responses
Every element has been developed with legal oversight, and version-controlled so practices can be confident they are working from a current, reviewed position.
What this looks like in practice
At its simplest, the toolkit gives practices a clear structure to follow from acknowledgement through to final response ensuring nothing is missed and everything is considered. For example, practices are guided through:
- When to involve their Medical Defence Organisation
- How to meet Duty of Candour requirements
- How to structure a compliant and empathetic response
- What must be included before a response is sent
The aim is not to replace judgement but to provide a safe, reliable foundation to build from.
The impact
By creating a consistent, legally sound starting point, this work is designed to:
- Reduce the time burden associated with drafting complaint responses
- Improve consistency and quality across responses
- Lower legal and regulatory risk
- Support staff confidence when dealing with complex or sensitive cases
Ultimately, this helps release time and headspace within practices allowing teams to focus on patient care and day-to-day delivery.
Why this matters
Complaints are an inevitable part of General Practice.
Handled well, they can:
- strengthen relationships
- demonstrate professionalism
- support learning and improvement
Handled poorly, they can:
- escalate unnecessarily
- expose practices to risk
- place additional strain on already stretched teams
This work is about helping practices navigate that balance safely, consistently, and with confidence.
Looking ahead
This is not a static resource.
We will continue to:
- review and update the toolkit in line with legal and regulatory changes
- respond to feedback from practices
- refine and strengthen the support available
As with all our work, the aim is simple – to provide practical, grounded support that reflects the realities and pressures of modern General Practice.