Blogs

The Impact of Receiving a Complaint

20 Jul 2016

sara bird

by Dr Sara Bird

Doctor dejected at the information that he is being handed

No one likes receiving a complaint but unfortunately they are a fact of life for doctors. Around one in 25 doctors in Australia receives a written complaint each year.

recent survey of over 10,000 doctors in the UK provides a stark reminder of the impact of complaints on doctors’ psychological wellbeing. Doctors who were involved in complaints frequently reported feeling powerless, emotionally distressed and experiencing negative feelings towards both those managing complaints and the complainants themselves. The most stressful aspects were:

  • the prolonged duration and unpredictability of procedures
  • managerial incompetence
  • poor communication
  • perceiving that processes are biased in favour of complainants.

Many doctors reported practising defensively or considering changing career after a complaint, and few found any positive outcomes from complaints investigations. The surveyed doctors highlighted the need for timely, transparent and proportionate complaints processes.

The support of our Members who are involved in a complaint is an integral part of MDA National's role.

We have a number of support strategies and programs to assist our Members who receive a complaint. Appropriate support will ensure the process is easier to manage and help to achieve the best possible outcome of the complaint process. 

 

This blog contains general information only. We recommend you contact your medical defence organisation or insurer when you require specific advice in relation to medico-legal matters.

 
 

Library

Doctors Let's Talk: Get Yourself A Fricking GP

Get yourself a fricking GP stat! is a conversation with Dr Lam, 2019 RACGP National General Practitioner of the Year, rural GP and GP Anesthetics trainee, that explores the importance of finding your own GP as a Junior Doctor.

Podcasts

25 Oct 2022

Systematic efforts to reduce harms due to prescribed opioids – webinar recording

Efforts are underway across the healthcare system to reduce harms caused by pharmaceutical opioids. This 43-min recording of a live webinar, delivered 11 March 2021, is an opportunity for prescribers to check, and potentially improve, their contribution to these endeavours. Hear from an expert panel about recent opioid reforms by the Therapeutic Goods Administration and changes to the Pharmaceutical Benefits Scheme. 

Diplomacy in a hierarchy: tips for approaching a difficult conversation

Have you found yourself wondering how to broach a tough topic of conversation? It can be challenging to effectively navigate a disagreement with a co-worker, especially if they're 'above' you; however, it's vital for positive team dynamics and safe patient care. In this recording of a live webinar you'll have the opportunity to learn from colleagues' experiences around difficult discussions and hear from a diverse panel moderated by Dr Kiely Kim (medico-legal adviser and general practitioner). Recorded live on 2 September 2020.