Episode 82: Complaints and How to Survive Them Series Episode 3: Surviving the Process

Drs Jessica Harland, Heidi Mounsey and Caroline Walker join us in this episode to discuss how to survive the process of receiving and going through a complaint.

Episode Highlights

[11:12] Why Don’t We Talk About Complaints?

So much of a health professional’s self-esteem is based on their career.

[13:47] How People Feel When They Make a Mistake at Work

Doctors often feel guilt, shame, anger and frustration. 

[16:42] How to Cope When You Make a Mistake at Work

Openly share and talk about complaints. 

[19:17] Miscommunication and Complaints

Many complaints are a result of miscommunication.

[21:39] Differences in Handling Complaints

It's easier to handle an objectively written complaint about systems and processes.

[27:09] The Importance of Perspective

It helps to depersonalise the complaint.

[33:30] How to Look After Yourself

Take a break to help you cope. Keep an eye on the basics.

[37:12] Stop Fixating on Mistakes

Be kinder to yourself.

[42:47] Practical Advice for Through a Complaint

[48:22] Three Tips for Surviving While Going Through a Complaint

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Permission to Thrive CPD membershipMedical ProtectionDental ProtectionNHS Practitioner HealthCOVID 19 Supporting Doctors Series with Dr Caroline Walker:E27: On stress and anxietyE28: Dealing with sadness, anger and griefE30: Moral injury hurtsE33: On expectationsE36: COVID fatigueE43: COVID boredomE63: How to survive tough timesComplaints and How to Survive Them Series:E78: Preparing to Fail WellE80: What to Do When You Make a MistakeJess: Website | TwitterCaroline: The Joyful Doctor | Facebook | Instagram | Twitter | LinkedInHeidi: Medical ProtectionSupport the show