2023 eTalk #3 - All pain, no gain? Physios’ experience responding to complaints: What helps and what doesn’t

Overview

Notifications (complaints) are a fact of professional life for physiotherapists. Yet it is known that many who have a notification made about them respond with high levels of anxiety and stress, fearing a notification will put their registration at risk, perhaps threatening their career and livelihood.

Acknowledging that notifications are undoubtedly challenging, this presentation:

Showcases data outlining that the fear felt when a notification is received is out of proportion with the very low likelihood of losing registration or receiving a decision that has a significant impact.
Acknowledges with examples that a notification is an opportunity for reflection, to improve professional practice, and to consider what might have been done differently.
Recommends that all practitioners need support during the notification process and highlights where to seek such support.
Outlines that an evidence-based understanding of notification rates, outcomes and self-reported practitioner experience will help practitioners take a safety and quality approach to any complaint about them or their practice, maintaining their wellbeing throughout, and ultimately improving healthcare experiences and outcomes for patients.

Knowledge gained in this presentation may also assist in reducing the risk of potential notifications.

Presenters

Kim Gibson, APAM, Chair, Physiotherapy Board of Australia, has considerable health industry experience spanning clinical practice, education, governance, health service management, and health reform. A diverse work history has taken her from Perth to regional WA, Switzerland, Egypt and the UK practicing in a range of public, private, community and hospital settings. Kim is currently Deputy Chair of the South Metropolitan Health Service Board and Chair, Safety and Quality Committee where her focus is on safety and quality and culture and engagement. She has been active in physiotherapy regulation since 2003, chairing the WA Board prior to commencement of the national scheme. Kim was appointed to the Physiotherapy Board of Australia in 2012 and has served as Chair since November 2018.

Susan Biggar, National Manager, Regulatory Experience and Engagement, AHPRA, leads work at AHPRA to improve the experience of practitioners and the public who engage with the organisation. She has served for 20 years as a consumer representative across organisations like the Royal Children’s Hospital, Monash Partners, Cochrane and the AMC. Susan has written for The Age, Good Weekend and The Big Issue. She has 25+ years’ health system experience across 6 countries supporting two of her adult children who live with a serious chronic illness. Susan is also a Councillor for the City of Boroondara in Victoria.