Camilla Cavendish
The man, the films, those blondes. Free DVD collection starting this Sunday
Harold Shipman was said to be a good doctor when he wasn't killing people. The dead would presumably not have had the chance to rate him in the annual appraisals being proposed by the Government. That would have been done by the living, who were no doubt far happier with his bedside manner.
Fear of another Shipman is cited as the main reason behind Sir Liam Donaldson's call for doctors to be more tightly regulated. Shipman was a horror. But hard cases make bad law. The decision to give doctors annual appraisals and five-year MoTs makes good headlines, especially now that it is fashionable to blame doctors for almost all the ills of the National Health Service. But this is a large bureaucratic mallet that seems unlikely to crack this particular nut.
Of course doctors must be accountable. I have never forgotten the corporate “medical” I had with a lecher in a wood-panelled consulting room in Knightsbridge. He asked me to take off far too many clothes, took an unhealthy interest in the result, and made sure that the nurse was not around. Nor did I think much of the GP who recently referred me to a hand surgeon because of wrist pain, which a physiotherapist diagnosed within ten minutes as being caused by a simple bunching of vertebrae in my neck. These people are idiots and we should not be paying for them to jump to conclusions, patronise us or stroke our thighs.
But I am not sure that the best way to root out bad practice is to break out in a new rash of box-ticking. Many parts of big business have fallen for the fashion of 360-degree appraisals, getting feedback not just from above but from below. While there is a logic to this, I have friends who spend night after night in the office filling in 20 or 30 forms about people whom they do not know all that well. They doubt that the results are actually used to much effect. It looks as if medical regulators are going to fall for the corporate fallacy that sending someone on a “refresher course” actually confers knowledge. Personally, I prefer a GP who gets out her textbook, and leafs through it unashamedly, to one who bluffs and doesn't listen.
Reading some of the headlines, you would get the impression that medics are immune from this fashion. Not at all. Annual appraisals are written into GP and consultant contracts. At Addenbrooke's Hospital, in Cambridge, Christoph Lees, a consultant obstetrician, regularly nominates 20 people to fill in his 360-degree appraisal. About 30 patients are given comment sheets online, which all feed into his job plan for the coming year. He says that he does not mind this, although it is time-consuming. But he is sceptical about whether more of the same is needed. Another consultant tells me that he endured tough assessments as part of his junior doctor training and now feels frustrated by endless appraisals. He does not see why he should have to have his licence to practise “revalidated” every five years. This would make the British “the only doctors in the world to face losing their licence automatically with every change of government”.
One problem is getting patient feedback. Patients rarely dare to complain about someone whom they may have to rely on. In my former surgery you could never get to see the good doctor, only the useless one. The receptionist knew how hopeless she was, most of the waiting room knew, the pharmacist knew and often spotted mistakes in her prescriptions. But I'm not sure that any of us would have filled out a form for her to see. Many of us just voted with our feet and changed surgery - an option that would probably raise standards faster than any questionnaire.
Dr Neil Bacon's imaginative answer to the silence problem is a website, www.iwantgreatcare.org. Launched ten days ago, it lets patients rate their GPs and hospital doctors anonymously. The majority of views are positive - as I write, Drs Nicholas Silverton and Raj Nag each score 100 per cent for “listening”. But the ratings are as arbitrary as an Amazon book review.
Dr Bacon has caused a huge row by claiming that the Department of Health is keen on using the site to help to judge doctor performance. The General Medical Council has stoked the fire by refusing to rule out anonymous comments being used in disciplinary hearings. This is dangerous even though the site does its best to validate comments and prevents vexatious e-mailers from making multiple postings in a short time.
Doctors should not be po-faced about patients comparing their services - that is how services improve. But there must be a distinction between information which is understood to be subjective, and data used to make or break careers. Gauging doctor performance is good management. But we have numerous ways to do that. A system that tests 150,000 doctors to find one murderer is bound to be inefficient. And it risks becoming hysterical.
None of this does anything about my main problem with GPs - that they have too little time. In my GP surgery there is a notice. “Please make a separate appointment,” it says, “if you wish to discuss more than one ailment.” It's virtually impossible to get any appointment.
My surgery gets around the Government's appointment-time target by using a computerised answerphone that almost never lets you through, so they don't have to log your call. When you do arrive, your appointment is scheduled to last seven minutes. That's not much space for lateral thinking about the “whole person”. That's why so many antibiotics are prescribed, which makes the Government so furious - because we want them and there's no time for the doctor to dissuade us or propose an alternative route.
The more time doctors spend filling in forms, the less time they will spend with us. So let's keep things in proportion. If we can't get to see them, there won't be much point in asking us to rate their bedside manner.

Camilla Cavendish has been a McKinsey management consultant, an aid worker, and CEO of a not-for-profit company. She is now a leader writer and columnist on The Times
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360 Degree Feedback, if done properly, can be a huge help for any professional to understand how they're perceived by their colleagues and clients. But keep it simple, focus on a few key skills, look for consistent messages, and hgive people to change one thing at a time - not magic, but it works!
Jo Ayoubi, York,
I additon to the nightmares expressed on the Family Law section, Sept 07 proved a double wamy. After months of complaining about back and shoulder pain and being sent away with less then sympathetic "Can't send everyone for X-ray!"my sister in law was diagnosed with terminal cancer,test these Doc's!
Dave Farmer, Broxbourne, England
To get good doctors we need to select the right people entering medical school, train them well and motivate them until they retire. The more control we have at work and the more we see work as important, the more motivated we become. Will revalidation motivate doctors or not? If not, why do it?
David Nicholas, Wimborne, Dorset
Testing is populist. Discussion how to go from the current annual appraisals to something more bureacratically digestible has gone on for 5 years or so already. The implementation may give us all interesting times. Harder, but more beneficial to those who use it is improved provision of knowledge
adrian midgley, Exeter, Devon
What information about doctors will we get? Patients choose their hospital using "Choose 'n Book", The bit where they choose the doctor has mysteriously disappeared. Those in the know would like to select the best doctor, and let them select the best hospital. I wonder why they can't
Dr Douglas Newton, London,
I would feel a lot happier if politicians were made made to sit a competency test. I mean, they only run the country.
I'd rather trust my doctor than any "quack" politician.
Leo, Durham, England
If you are dissatisfied with your GP's diagnosis, just wave a cheque book under his nose. He'll be on that phone, and in two days you'll be seeing a specialist. It's worth a couple, or three, hundred quid to have your mind put at ease, isn't it?
Dwight Vandryver, Scholar Green, Cheshire, UK
The irony is that many Consultants like myself agree that had the current appraisal system existed in Shipman's time, he would probably have sailed through. Remember all his patients loved him!
Dr I Khan, aberdeen,
As an HGV driver I am assessed on a regular basis,at each depot I have an inch thick manual which I have to digest for the benift of myself my collegues and the public at large I adhere fully to all UK&Euro directives daily.This makes UK truckers the safest, not much to ask doctors to do the same
Dave Farmer, Broxbourne, England
Do barristers, high court judges and journalists have to sit knowledge tests to be able to continue to work every 5 years or have their work commented on by annonymous website postings? Sites such as Amazon show that either the very unhappy or the very contented tend to post making assessment hard
sdr, birmingham,
If Harold Shipman had been a HGV driver would the government insist that there should be more stringent HGV exams?
Harold Shipman was a serial killer that happened to be a doctor.
There is a huge difference between legislating for incompetent professionals and trying to stop a serial killer.
Ben Walker, Leeds, UK
My GP husband is using time writing to convince the PCT to suspend his incompetent fellow-GP, b/c having looked at the inch-thick dossier of malpractice that he spent a year compiling, they said since all his missed diagnoses were picked up by s/one else & noone died yet, he's not a severe risk!
Amanda, London, UK
As a medical student I find the current climate disheartening. The consultants whom I see are increasingly dissatisfied with the level of pointless, time-wasting bureaucracy imposed. Subjecting doctors to intense targets and now potentially anonymous, paranoia-driven criticism will not help.
Haris Ahmed, Woldingham, Surrey, England
The misery of New Labour orthodoxy - even if there isn't a problem let's pretend there is - so we can set targets, reform yet again the existing structures, form new bureaucracies to divert time and resources from useful activity
will the, now almost inevitable, new Tory Government be any wiser ?
John Moir, Glasgow,
Thankyou for a balanced article.
Like many in this profession, I daily balance the challenges of the job with limited resources , as you point out, and it is a real reassurance to know that there are people in Britain who understand the constraints of the job, and aren't off to join a lynch mob! Ta
Dr Jessica, wrexham,
Frankly "choice" is an urban obsession - in rural areas we have often only have one practice that will accept you as a patient, and little choice over who you see unless you can wait for another day. Combined with the loss of hospital services we are just pleased to see anyone without going too far
Peter, Midhurst, West Sussex,
Great GP care now outside my area 100% care in London with GP's 100% praise.However 4 years in the middle bypassing services and overusing casualty including taking infections into hospital 0%.Complaining = bullying,erosion of community and less funds for the good guys.Chief exec's = 0%.Whitehall 0%
mary foord brown, suffolk coastal,
Things will only get worse if the government imposes an even heavier bureaucratic burden on Drs, they'll get even less time with their patients and seems to me, as a medical student, that in patients eyes time equates to quality. It sounds great to the public, but in reality Shipman was an exception
kate, London,
A system for ensuring ANY healthcare professional keeps up to date and competent in their field is clearly sensible. Implying that it will catch the (very) occasional Shipman is completely stupid. Even stupider is implying that patients know what makes a good Doctor.....
Phil, Lancaster, England
The simple fact is that a doctor who qualified in the early 1960s could still be practising today without a single check over that time that s/he is keeping up to date etc. These proposals don't go far enough as they don't involve thorough 5 yearly exams. Also, use http://www.iwantgreatcare.org
Clint, Brighton, UK
Nurses and midwives already have to go through this rigmarole. They soon became adept at ticking the right boxes and playing the game, but it was just one more administrative chore that this government insisted upon so that it can appear to govern.
ABH, Nantwich, England
We already have 7 regulators costing us £755m a year to oversee the NHS. As they are overpaid and ineffective, we're going to waste hundreds of milions more on even more bureaucrats and regulators - what a disgrace!
David Craig
Author "Squandered: How Brown is wasting over £1 trillion of our money
david craig, Bournemouth, UK
lets all quit and go abroad.
wendy, luton,
The Government, the GMC and Liam Donaldson set up and ran MTAS with the Royal COlleges. Get real boys, would you trust them to manage your future? And anonymised evidence to "root out" bad doctors unchallengable, and illegal? Shameful!
Danny, Manchester,
At last, something good as come from Shipman report and public be confident that they will have excellent GPs and have patient value being key focus. Now let the public see it happen in practice and not b a public exercise and tick the box system.
Harrison, london, United Kingdom
Well, I'll quit and do something else. The job isn't worth it any more.
Rory, London, England
It is not doctors who are a fault: it is the cleaners. I was in a spanish hospital: where the wards were cleanes every hour.The cleaner came in, cleaned around my seat, then said; *I am cleaning this room, if you move in the next 10, minutes there will trouble. the room was cleaned. pride
dave badger, valencia, Spain
That is a fair article, a rare find in today's 'doctor-bashing' media.
Dr S Patel, Melbourne, Australia
The Government, the GMC and Liam Donaldson all say that doctors cannot be trusted. Which is odd because most of the public disagree. On the other hand most doctors mistrust those three agencies intensely, and with good reason. So thank you for your supportive comments.
Dr Michael Leuty, Nottingham, UK