Complaints and How to Survive Them E3: 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 WorkDoctors often feel guilt, shame, anger and frustration. [16:42] How to Cope When You Make a Mistake at WorkOpenly share and talk about complaints. [19:17] Miscommunication and ComplaintsMany complaints are a result of miscommunication.[21:39] Differences in Handling ComplaintsIt's easier to handle an objectively written complaint about systems and processes.[27:09] The Importance of PerspectiveIt helps to depersonalise the complaint.[33:30] How to Look After YourselfTake a break to help you cope. Keep an eye on the basics.[37:12] Stop Fixating on MistakesBe kinder to yourself.[42:47] Practical Advice for Through a Complaint[48:22] Three Tips for Surviving While Going Through a ComplaintEnjoyed 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 LinksPermission 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 ProtectionMentioned in this episode:FrogXtra Gold Join the Frog podcast community🟦 Learn More About Our Training