When things don't go smoothly
Providing medical care today is very complicated. It requires many people working together in a team as well as working often with multiple issues at once; monitoring chronic diseases; having to organise recall schedules; monitor what is being done not only in the surgery but also in the hospital, etc.
It is not surprising that things don't always go as well as they could.
Similar to the aviation industry, we really appreciate it when patients let us know when things haven't gone well. It's often lots of tiny little mistakes that on a bad day will add up to make a bigger error. The more we are aware of these, the better chance we have of avoiding these bigger errors. At the moment the main way of expressing dissatisfaction is via the complaints system which is often very unsatisfactory for all concerned.