He Got SUED, And He WON! FULL DISCLOSURE – IC027

My worst nightmare: a patient complaint.



We share with you a story of triumph as one of our colleagues SUCCESSFULLY defended a complaint. We reflect on the lessons learned and how to manage complaints (including the emotional side).



Dr. Gulshan Murgai spoke about a long and arduous case that was resolved in his favor, demonstrating that he has patience and determination in spades. We will also discuss the importance of attending risk management lectures and how to deal with this nasty situation you might face with unhappy patients.




https://youtu.be/v342FiEete0
Check out this full episode on YouTube



Need to Read it? Check out the Full Episode Transcript below!



Highlights of this episode:




The scenario that led to the patient’s complaint 8:41



Insurance-based scheme 16:40



Patient’s Complaint 19:07



Legal narrative 22:08



Dealing litigation emotionally 31:29



Emotional help for dentists 34:45



Importance of risk management courses 38:32



Lessons from the case 41:27




Head over to Confidental for Emotional Support for dentists in distress.



Connect with Dr Gulshan Murgai



If you enjoyed this episode, you will also love 10 Habits of Highly Successful (and Most Valued) Dentists







Click below for full episode transcript:



Jaz's Introduction: I haven't been sued yet and I say yet with a sense of realism because it's a sad state of affairs that we live in. That litigation is extremely high, especially we are in the UK and under my US colleagues will also agree that this can be a real issue.



Jaz’s Introduction:The issue that really is at heart here is the emotional trauma that dentists can go through when a complaint happens and when it proceeds to the courts and whatnot. And we are talking a lot about that today. And we're going to be sharing today a triumph, an actual triumph, because this is what we need. Our profession needs to hear it from someone who's been through a very long and arduous case and come out the other side with a victory. I hope it leaves a very pleasant taste in your mouth at the end of it. But also what I want to extract today from our guest, Dr. Gulshan Murgai, is while the human emotion sides, because I've got colleagues who've been through complaints, formal complaints, and it cripples you. It really cripples you. It makes you doubt your judgment. It makes you lose your enjoyment and fulfillment. Personally, I haven't been sued yet, and I know it's going to come, right? It's going to happen. We have to face off, and when that happens, I really hope that I'll be robust enough for it not to affect my mental health. And one of the things that I'm supporting with this episode today, is the charity confidential.



I'm going to be leaving the phone number in the show notes. If you need support emotionally because the themes that will be discussed in this episode resonate with you and you need help. Please don't be afraid to pick up the phone to call confidential, who are an independent charity dedicated to your emotional health as dentists to help you overcome these nasty episodes that we may sometimes have to endure.



Hello, Protruserati. I'm Jaz Gulati and this is an interference cast, something nonclinical, and I just cannot wait to get this out to you. I think every single dentist in the world should hear this story to hear about the challenges. Because one of the themes that we cover is just because a patient likes you doesn't mean that they won't complain.



And when that complaint lands, it can really turn your world upside down. Now Gulshan, our guests, very robust man, very forward thinking, amazing how he handle it. But we're not all built like that. And so sometimes we may need more emotional support. So if anything, I hope this episode inspires you. I hope this episode gives you hope.



I hope this teaches you something about the importance of going to risk management lectures and understanding what it takes to come out the other side when someth...