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:

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The podcast for GPs, hospital doctors and other professionals in high-stakes, high-stress jobs who want to thrive rather than just survive. You studied for years, you’re really good at what you do but you’ve noticed that you’re starting to feel overwhelmed, overworked and under-resourced. You may be comparing yourself to a frog in boiling water - the heat has built up so slowly that you haven’t noticed the extra-long days becoming the norm. You may feel on the edge and trapped in the very job that you’ve spent years working towards. Here’s the problem, frogs only have two choices; stay and be boiled alive, or jump out of the pan. The good news is that you are not a frog. You have many more choices than you think you do. You don’t have to quit, and nor should stress and burnout be inevitable. It is possible to be master of your own destiny, to craft your work life and career so that you can thrive even in the most difficult of situations. There are simple changes you can make which will make a huge difference to your stress levels and help you enjoy life again. Your host is Dr Rachel Morris, GP turned Executive Coach and Specialist in Resilience at Work who knows what it’s like to feel like an exhausted frog. In the podcast, she’ll be talking to friends, colleagues and experts all who have an interesting take on resilience for clever people in high-stakes, high-stress jobs so that together you can take back control to beat stress and burnout, survive and thrive.