What Makes an Experience Positive in a Regulatory Complaints Management Process? A Qualitative Study

ABSTRACT:Background: The Australian Health Practitioner Regulation Agency (Ahpra) manages complaints made about registered health practitioners across Australia. The negative effects that complaint processes can have on the mental health of health practitioners are well documented. Objective: To identify factors that help make the complaints process positive and worthwhile for people who made a complaint, practitioners who are the subject of a complaint, and staff who manage complaints processes. Methods: Semi-structured interviews of 26 participants (eight complainants, ten practitioners who were the subject of a complaint, and eight complaints management staff) were conducted. Participants were selected using criterion-based purposive sampling and linked with positive responses from Ahpra's internal surveys. Key themes were identified via thematic analysis. Results: Frequent, clear, and empathetic communication was a key determinant of overall process satisfaction across all participant groups. Staff identified that early engagement to set expectations and regular, proactive provision of information or reassurance throughout the process were essential to improving practitioner experience and making the complaint management process worthwhile for complainants and practitioners alike. Regular updates, direct engagement with staff managing complaints, and having an informed understanding of Ahpra and its role also had positive impacts. Conclusions: Improvements to the provision of process information and continued investment in staff communication training are recommended to enhance positive experiences.