July 13, 2021

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

Listen Later

1 hour 11 minutes

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

Sign up for our FREE live webinar where we teach doctors some practical strategies to help with challenging times.
Check out the Permission to Thrive CPD membership for doctors!
E78: Preparing to Fail Well
E80: What to Do When You Make a Mistake
E82: Surviving the Process
E84: Creating a Workplace Where It’s OK to Fail
Dr Coope: website | Twitter
Dr Wright: website | Twitter
Dr White: email
Dr Tressider: website | email

Mentioned in this episode:

The Shapes Academy

Work happier, set boundaries around your work, get your time back and support your team - without burning out yourself.

Get your FREE burnout self-assessment guide

Get honest with yourself — discover what’s really going on, and what to do next.

...more

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You Are Not A Frog

By Dr Rachel Morris

5

22 ratings

July 13, 2021

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

Listen Later

1 hour 11 minutes

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

Sign up for our FREE live webinar where we teach doctors some practical strategies to help with challenging times.
Check out the Permission to Thrive CPD membership for doctors!
E78: Preparing to Fail Well
E80: What to Do When You Make a Mistake
E82: Surviving the Process
E84: Creating a Workplace Where It’s OK to Fail
Dr Coope: website | Twitter
Dr Wright: website | Twitter
Dr White: email
Dr Tressider: website | email

Mentioned in this episode:

The Shapes Academy

Work happier, set boundaries around your work, get your time back and support your team - without burning out yourself.

Get your FREE burnout self-assessment guide

Get honest with yourself — discover what’s really going on, and what to do next.

...more

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