Do you take complaints personally? Is criticism demoralising? If you’re facing increasing negativity, staff discontent and CQC criticism it’s hard not to feel crushed.
It’s usual for negative feedback to land on the desk of the Practice Manager so it’s important to know how to deal with it and not be beaten by it.
Remove emotions.
Remember, negative feedback isn’t a personal attack. Remove your emotions, so you can think clearly, not defensively.
Understand the issue.
If you don’t get to the root cause you won’t be able to deal with the real issue. Double check don’t be confused by what you think or how you feel.
You should refuse to reply to rudeness or insults. Take care to only respond to what’s being said and not how it’s said.
Don’t Respond Immediately.
If you feel you can’t respond calmly take a pause, long enough to allow you to think straight about what you should say or do.
You may not always agree with the feedback. If so it’s ok to say how you see things differently and agree to differ.
Move on.
Make sure you move on. Don’t get stuck in a negative place, you can’t avoid criticism so deal with it, put it behind you and move on to positive things.