Lessons Learned from Complaints
Physician Leadership Practical Skills Series
Complaints are rarely about clinical competence, but about the relationship. At the epicentre of all complaints, is that someone felt the other person did not care. Everyone wants to be seen, recognized and appreciated. Intention and impact often don’t align. Lessons learned from over 40 years of listening to and addressing complaints will be shared.
At the end of this webinar, participants will be able to:
- Recognize why complaints occur
- Describe practical strategies for minimizing the room for misinterpretation of your good intentions