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
[42:47] Practical Advice for Through a Complaint
[48:22] Three Tips for Surviving While Going Through a Complaint
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