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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Podcast Links

• Permission to Thrive CPD membership
• Medical Protection
• Dental Protection
• NHS Practitioner Health
• COVID 19 Supporting Doctors Series with Dr Caroline Walker:
• E27: On stress and anxiety
• E28: Dealing with sadness, anger and grief
• E30: Moral injury hurts
• E33: On expectations
• E36: COVID fatigue
• E43: COVID boredom
• E63: How to survive tough times
• Complaints and How to Survive Them Series:
• E78: Preparing to Fail Well
• E80: What to Do When You Make a Mistake
• Jess: Website | Twitter
• Caroline: The Joyful Doctor | Facebook | Instagram | Twitter | LinkedIn
• Heidi: Medical Protection

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