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
More episodes of You Are Not a Frog:
- What to Do if Someone Challenges YOUR Behaviour – Episode 272
- How to Stay Calm through Complaints (Even When It’s Personal) – Episode 164, with Dr Annalene Weston
- How to Stop a Difficult Conversation Going Bad – Episode 253
About the guests
George is a dental legal consultant and the deputy Dental Director at Dental Protection. He has a background as a general dentist and now specialises in issues related to dental complaints, regulations, and professional matters.
George was reported unfairly to the General Dental Council earlier in his career, which gives him firsthand insight into the emotional impact the process can have on professionals.
Follow Dr George Wright
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
Clinical misinformation
Complaints as a competitive tactic
When the nuclear option is sought too soon
What to do before raising a complaint
Do it face-to-face
A model for difficult conversations
The need for positive feedback conversations
When is it time to escalate?
What to do when someone’s made a complaint about you
What to do next if you’ve had an official complaint
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…
