Staff wellbeing and difficult complaint contacts

Complaint contacts can feel personal, particularly when patients are angry, name staff or describe distressing events. Staff need clear procedures, practical support and an opportunity to debrief after difficult contacts.

When complaints feel personal

Being named in a complaint may cause anxiety, embarrassment or a desire to read the whole record. Staff must follow the practice complaints process and only access records required for their role.

A fair process protects patients and staff. It ensures concerns are reviewed properly, reduces gossip and prevents individuals being left alone with distress or uncertainty.

Support after difficult contacts

• Know who to ask during a difficult contact, especially if the patient is distressed, angry or threatening.
• Use staff safety procedures for abuse, threats, discrimination or intimidation.
• Debrief after upsetting conversations, particularly where the complaint involved harm, bereavement, self-harm, safeguarding or staff abuse.
• Do not read complaint material you do not need for your role.
• Raise repeated flashpoints so the practice can review systems.

Patients can complain, but abuse is not acceptable

Patients have the right to complain and to be taken seriously. That right does not include threatening staff, using discriminatory language or creating an unsafe environment. The patient's current care need should still be routed safely while staff follow local procedures for unacceptable behaviour.

Abuse and Complaints

Supporting staff well helps complaints be handled more calmly, fairly and consistently.