Doctors' perceived most stressful aspects of the complaint: themes
| Main themes | N doctors | Example quote |
|---|---|---|
| 1. Procedural issues | 60 | “It seemed as if the patient is presumed to be right, and the doctor is presumed to be wrong, unless you can prove otherwise.” |
| 2. Fear of the consequences of the complaint | 20 | “I was catastrophizing about what ‘may’ happen (however unlikely).” |
| 3. Impairment of doctors' self-image and confidence | 14 | “We do take it very personally if someone calls into question our professional competence. It leaves you very shaken and lacking in confidence.” |
| 4. Feeling intimidated or embarrassed by having to justify the complaint to seniors | 13 | “Most stressful to me was the pressure from managers as above or explaining to senior colleagues the background to a personal complaint.” |
| 5. Awareness that a complaint was justified | 9 | “Feeling that the complaint was completely right and our way of working needed scrutiny.” |
| 6. Feeling that a complaint was unfair | 8 | “Being accused of serious misdemeanors when nothing like that took place.” |
| 7. Dealing with the complainant | 5 | “Most stressful to me was dealing with the relatives who seemed hell bent on going for compensation.” |