What are Complaints Telling Us?

Every complaint provides an opportunity to better understand the consumer experience and identify where care, services or systems can be improved.

A recent episode of the No Harm Done podcast by Cathy Balding and Cathy Jones explores how organisations can move beyond resolving complaints to using them as a catalyst for learning and improvement. Rather than seeing complaints as something to be managed or resolved as quickly as possible, Balding and Jones encourage organisations to view them as a valuable source of insight.  

One practical tip from the discussion was that complainants should be encouraged to clearly express what outcome they are seeking. Whether it is an explanation, an apology, a change in practice, or simply being heard, understanding what matters most to the complainant helps create a more meaningful response. 

The conversation also highlighted the importance of empathy. Jones reflected on how even a simple acknowledgement such as "That must have been difficult" can completely change the tone of a conversation. Too often, complaints are met with defensiveness when what people are really seeking is understanding. 

The podcast drew attention to the Victorian Health Complaints Commissioner's revised complaint handling standards, which emphasise timely responses, clear communication, fairness and keeping complainants informed throughout the process. While developed for the Victorian health system, the principles can be applied across any healthcare, aged care, disability and other human services. 

A particularly powerful part of the discussion focused on apologies. Balding and Jones challenged the common tendency to offer statements that sound apologetic but fail to acknowledge the consumer's experience. Genuine apologies can help rebuild trust, reduce anger and create a stronger foundation for moving forward. The conversation also reinforced that open disclosure is more than simply informing someone that something has gone wrong. It requires honesty, empathy, accountability and a commitment to learning. 

Importantly, the hosts reminded listeners that responding to an individual complaint is only part of the job. The real value comes from asking, "How can we stop this happening again?" Complaints can reveal recurring issues, communication gaps and system weaknesses that may affect many other consumers if left unaddressed. 

The episode also highlighted several practical resources for quality and safety professionals. Balding discussed Safer Care Victoria's updated clinical governance resources, including the Clinical Governance Framework, Morbidity and Mortality Meetings Toolkit, and Quality Improvement Toolkit. These resources provide practical guidance on systems thinking, psychological safety, clinical governance and improvement science. 

There was also a timely reminder that while new frameworks and initiatives continue to emerge, the fundamentals of improvement remain as relevant as ever. Tools such as PDSA cycles, run charts, Pareto charts, affinity diagrams and 5 Whys continue to provide a strong foundation for improvement work. As Balding observed, improvement tools stand the test of time. 

Measurement for improvement was another key theme. Referring to the recently published Elements of Improving Quality and Safety in Healthcare: Measurement for Improvement, the hosts stressed that measurement should support learning and improvement, rather than becoming a reporting exercise. Organisations were encouraged to focus on meaningful measures, establish a baseline before making changes and then measure again to determine whether improvement has occurred. 

An important point was Jones' observation that measuring effectiveness should not require a dedicated research project. Understanding whether care or a service is making a difference should be embedded in everyday practice. Improvement depends on knowing what works, what doesn't and what needs to change. 

The discussion is a valuable reminder that quality improvement is about far more than compliance, audits and accreditation. At its heart, it is about listening, learning and continuously improving the experience and outcomes of the people we serve. 

To hear the full discussion, listen to the No Harm Done podcast with Cathy Balding and Cathy Jones. The episode offers practical insights for anyone working in quality, safety, governance or service improvement.