Artwork for podcast You Are Not A Frog
Complaints and How to Survive Them E5: What Should I Do When I Think a Complaint is Unfair? and Other Questions with Drs Sarah Coope, George Wright, Samantha White, and Andrew Tressider
Episode 8713th July 2021 • You Are Not A Frog • Dr Rachel Morris
00:00:00 01:11:24

Share Episode


Drs Sarah Coope, George Wright, Samanta White, and Andrew Tressider join us in this episode to discuss how you can adjust your perspective about complaints and how to deal with them. We also tackle unfair or malicious complaints and how you can cope with them. 

Episode Highlights

[07:07] How to Respond When Someone Wishes to Make a Complaint

  • Thank patients for the feedback.
  • Some patients may only be looking for acknowledgment.

[12:59] Should You Display Your Complaints Policy?

  • Displaying your complaints policies helps patients.

[15:50] How to Handle Complaints When They’re Unfair

  • Build rapport. The conversation follows after.
  • Let facts speak for themselves. Avoid being defensive.

[19:51] Learning to Not be Defensive

  • Hear the whole story.
  • Acknowledge, Apologise, Ask, Answer, and Act.

[26:59] Calming Down During Intense Situations

  • Plant your feet.
  • Get your spine comfortable

[29:49] How to Handle Malicious Complaints

  • Share your burden. 
  • Ask what the client wants to accomplish. 

[35:36] The Five Agreements from Toltec Wisdom

  • Be impeccable with your words.
  • Take nothing personally.
  • Make no assumptions.
  • Always do your best.
  • Be skeptical, but listen. 

[37:40] How to Depersonalise Problems

  • Have someone support you.
  • Identify the source of your complaint.

[44:49] Emotional Occupational Hazards in Healthcare

  • Time plays a significant role. 
  • Be kind to yourself.

[50:18] How to Handle Complaints during the Pandemic

  • Be straightforward.
  • Discuss handling pandemic-related complaints.

[59:47] Supervising Trainees Dealing with Their First Complaints

  • Create a safe space for trainees.
  • Be in the right time and space when talking to complainants. 

Enjoyed This Podcast?

Write a review and share this with your friends.

Sign up for a FREE workbook.

Join the Shapes Collective Facebook group.

Find out more about our training here.

Email Rachel or reach her on LinkedIn or Twitter.

Podcast Links

Mentioned in this episode:

Permission to Thrive
FREE training to help doctors who care, care for themselves

FrogFest – March 2024

Join our one-day conference for busy people in high stress, high stakes jobs who want to beat burnout and work happier.

Join the waitlist now!