In this episode, Dr. Jo shares a personal story about stepping into a locum position where she inherited a "difficult" patient situation involving family complaints and communication challenges. Rather than approaching the interaction defensively, she chose curiosity over preconception and discovered that the family wasn't difficult—they were scared and feeling unheard. Through this experience, she learned that healthcare resilience isn't about developing thicker skin, but about maintaining openness and choosing connection even in challenging situations. The episode explores how reframing complaints as information about unmet needs can transform patient relationships and offers practical tools including the "Fresh Eyes" approach, curious questioning techniques, and complaint reframing strategies.

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I acknowledge that I create this podcast on the traditional lands of the Wiradjuri people, who have been the custodians of this land around Orange, New South Wales, for thousands of generations. I pay my respects to Wiradjuri Elders past, present, and emerging, and recognize the continuing connection to land, waters, and culture. This acknowledgment is a small but important step in recognizing the sovereignty of First Nations peoples and the deep historical and ongoing relationship with Country.

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