31st July 2026

According to Dr Tom Black writing in the Derry Journal, where for more than 30 years GP practices would receive “one formal complaint every two or three years”, we have seen a huge surge in complaints, which Dr Black says, is due to “ the modern world of complaints culture”.

The issue raised by Dr Black regarding the increase in complaints to GP surgeries is important and needs to be addressed. While it is acknowledged that complaints have massively increased, I would dispute the causes attributed by him. Concluding that complaints have increased because of a complaint culture in the modern world is not the root cause of complaints, not being able to access appointments or services is the real ongoing problem. 

The Workers Party is concerned that a medical conference would classify access issues as routine, and therefore as not qualifying as formal complaints. In fact, they are the foundations of looking after sick patients. The Party is aware that some practices close for a half -day, but they say it is for training purposes. GPs should understand that patients who are waiting for hospital appointments, surgery, and investigations are worried and frightened and get frustrated. 

Dr Black’s references to younger patients adopting an ‘Amazon Prime’ attitude, provides an unintended insight into what has been happening to our health services, and the moves and rush to privatisation, endorsed by many GPs and health service management. Given this, it is hardly surprising that complaints are on the increase because of such a culture. Patients and service users are aware of the moves away from the values of the national health service, and do not have the same loyalty to it, and GPs should recognise this double-edged sword. This is an unintended and overlooked consequence of the privatisation agenda.

Dr Black states that while older people tend not to complain, younger relatives send complaints on their behalf even when the patient is reluctant to do so. This could be a case of younger people caring for and showing support for their older relative. Why would a GP consider that to be ‘coercive control’? If there was evidence of such abuse, it should be considered a matter of urgency by the GP and referred to the relevant authorities.