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:

Work Well Live

Prevent burnout, boost retention and protect your own time and energy. Join us in London on the 21st May.

FrogFest Virtual 2025

Join Rachel along with Graham Allcott and Dr Sarah Coope, on 7th May, 2025.

...more

View all episodes

View all episodes

Download on the App Store

Download on the App Store

Get it on Google Play

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:

Work Well Live

Prevent burnout, boost retention and protect your own time and energy. Join us in London on the 21st May.

FrogFest Virtual 2025

Join Rachel along with Graham Allcott and Dr Sarah Coope, on 7th May, 2025.

...more

More shows like You Are Not A Frog

Woman's Hour by BBC Radio 4

Woman's Hour

416 Listeners

Medicine and Science from The BMJ by The BMJ

Medicine and Science from The BMJ

39 Listeners

BMJ Best Practice Podcast by BMJ Group

BMJ Best Practice Podcast

33 Listeners

The Doctor's Kitchen Podcast by Dr Rupy Aujla

The Doctor's Kitchen Podcast

625 Listeners

Happy Place by Fearne Cotton

Happy Place

1,287 Listeners

How To Fail With Elizabeth Day by Elizabeth Day and Sony Music Entertainment

How To Fail With Elizabeth Day

1,257 Listeners

Primary Care Knowledge Boost by Primary Care Knowledge Boost

Primary Care Knowledge Boost

50 Listeners

GPnotebook Podcast by GPnotebook

GPnotebook Podcast

21 Listeners

NB Hot Topics Podcast by NB Medical Education

NB Hot Topics Podcast

10 Listeners

The Mid•Point with Gabby Logan by Spiritland Creative

The Mid•Point with Gabby Logan

349 Listeners

Medics Money podcast by Medics Money

Medics Money podcast

3 Listeners

Just One Thing - with Michael Mosley by BBC Radio 4

Just One Thing - with Michael Mosley

222 Listeners

ZOE Science & Nutrition by ZOE

ZOE Science & Nutrition

1,934 Listeners

Red Whale Primary Care Pod by Red Whale

Red Whale Primary Care Pod

7 Listeners

I'm ADHD! No You're Not by Dr Mine Conkbayir MBE & Paul Whitehouse

I'm ADHD! No You're Not

45 Listeners