Video case study: A doctor shares the impact of a complaint

To protect confidentiality, this video interview is a re-enactment using professional actors, and as a result minor editorial changes occurred during the filming.

Download the full transcript 

What he says:

On the impact on his practice:

“Patients are optimistic and positive when they leave my room”

“I don’t have the fear that every second person may complain”

“The skills you give us we don’t learn in medical school”

On advice to his colleagues:

“I wanted to get as many of my colleagues to come as I was able to”

“I don’t think you need to have a complaint to go”

“They [the Cognitive Institute faculty] really can understand how we feel”

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