JOIN FROG XTRA TODAY The NEW membership for busy people. Get bitesize resources, bonus episodes and more! FIND OUT MORE

8th July, 2025

How to Survive a Complaint from Another Clinician

With Dr George Wright

Photo of Dr George Wright

Listen to this episode

On this episode

Complaints from other clinicians can be one of the most stressful challenges we face in healthcare. They can stem from misunderstandings, miscommunications, even competitive tensions. These complaints can cause serious emotional turmoil and professional consequences, especially when they’re escalated to regulators. Many of us fear the fallout, but often the real issue is how we approach the problem.

To tackle complaints constructively, we need to pause and reflect before taking action. And if we’re the ones being complained about – which is pretty much inevitable in a long and successful career – we can choose to take the feedback as data, learn from it, and decide whether to act on it.

Escalating complaints unnecessarily or out of frustration can lead to long, drawn-out investigations that are stressful for everyone involved. It can damage relationships, create distrust, and leave us feeling isolated and defensive. The process is emotionally taxing and often doesn’t lead to the resolution we truly need.

If you see something that worries you, take a moment to pause and consider the best next step. Whether it’s a one-on-one chat or raising the issue through proper channels, acting thoughtfully can lead to better outcomes for everyone.

Show links

About the guests

Dr George Wright photo

Reasons to listen

  • To learn how to handle complaints from colleagues constructively and avoid unnecessary escalation
  • To understand the emotional impact of complaints and discover strategies to manage them effectively
  • For practical advice on giving and receiving feedback in a professional healthcare setting

Episode highlights

00:04:04

Clinical misinformation

00:09:46

Complaints as a competitive tactic

00:17:52

When the nuclear option is sought too soon

00:25:57

What to do before raising a complaint

00:30:00

Do it face-to-face

00:34:53

A model for difficult conversations

00:38:03

The need for positive feedback conversations

00:42:08

When is it time to escalate?

00:49:17

What to do when someone’s made a complaint about you

00:59:01

What to do next if you’ve had an official complaint

01:02:48

Where to go for support

Episode transcript

[00:00:00] Rachel: if you’ve had a long career in healthcare, chances are that you’ve received a complaint. It could be about the way you spoke to a patient, a mistake, or simply misunderstanding about the treatment that you provided. And it’s never been easier for people to complain, whether it’s through a simple online form or just taking to social media. But a professional complaint from a colleague can land very differently and hurt us more deeply. [00:00:23] Rachel: This week I’m joined by Dr. George Wright, legal consultant and Deputy Dental Director of Dental Protection. Now, George had a…

Show more