Guidance on managing your wellbeing after a patient complaint or notification
Receiving a complaint or notification can be one of the most distressing events in a doctor’s career, even if the complaint is minor or resolved without consequence.
- Complaints are common: 83.9% of doctors will receive a notification over a 30-year career.1
- Most notifications do not lead to serious consequences: only 2% of notifications to the Australian Health Practitioner Regulation Agency (Ahpra) result in loss of the right to practise.
- The emotional impact is significant: regardless of the outcome over 50% of healthcare professionals report experiencing ‘ten out of ten stress’ in response to a notification, regardless of its severity.2
Recognising the emotional impact
Up to 95% of doctors report stress during the notification process. Even minor complaints can have a significant psychological toll. Acknowledging this impact is the first step toward recovery.
Complaints and notifications can trigger a range of emotional responses, including:
- shock, shame, anxiety and fear
- self-doubt, anger, or symptoms of burnout such as exhaustion or emotional detachment
- disruption to personal and professional life.
These reactions are normal, and support is available.
Reframing the experience
Remember that a complaint or notification does not represent a personal failure; most doctors will experience this at some point in their career. While the experience is often painful, it can help to reframe this as a common occurrence in a long career.
Self-compassion and coping
Be kind to yourself. Treat yourself as you would a colleague in distress; with patience, understanding, and compassion. Make self-care a priority:
- maintain healthy routines: sleep, nutrition, exercise, and social connection
- avoid withdrawing or using negative coping strategies, such as alcohol or other substances
- practise self-compassion and allow yourself time to recover.