When Work Hurts

In this episode Dr Paula Redmond speaks with a team of colleagues in Wales about their groundbreaking and award-winning work on avoidable employee harm within NHS complaint and disciplinary processes.Working at the intersection of psychology, HR, and healthcare quality improvement Benna Waites, Dr Adrian Neal, and Andrew Cooper highlight the wide-ranging psychological and systemic impacts of complaints processes, not only for the staff under investigation and their teams, but also for the managers and HR professionals handling these cases.They discuss interventions and initiatives designed to reduce harm and promote psychological safety in this arena, with meaningful impact at both operational and policy levels.This episode shines a light on what it takes to build cultures of care within organisations, where accountability and compassion can coexist — and how clinical psychologists can bring something unique to organisational systems change.About the speakers:Benna Waites: Consultant Clinical Psychologist, Joint Professional Lead for Psychology, Counselling and Arts Therapies for Aneurin Bevan University Health Board (co-leading around 300 staff). Programme Director for Leading People – a successful in house intensive leadership development programme currently celebrating its 10th year. Seconded part time in the national improvement team in NHS Wales and chaired the national Psychology for Improvement project funded by the Health Foundation’s q Community. Co-founder of http://compassionpractices.net – set up during the pandemic to make compassion practices – a highly structured conversation to support compassion in groups of staff – freely available.Dr Adrian Neal: Consultant Clinical Psychologist / Head of Employee Wellbeing Service, Aneurin Bevan University Health BoardAndrew Cooper: Head of Programmes for Employee Wellbeing, Aneurin Bevan University Health BoardResourcesNew book out November 2025: Bristol University Press | Under Investigation - Transforming Disciplinary Practice in the WorkplaceThe Avoiding Harm programme by the HPMA – www.hpma.org.uk/avoiding-harmPaper on harm to investigators: Understanding the Impact of Employee Investigations on Those Who Lead Them: A Case Study from NHS Waleswww.compassionpractices.netWhat does it really mean to lead with curiosity, especially in today’s complex health and care systems? | Improvement Cymru___________I’d love to connect with you so do come and find me on LinkedIn or at my website and do check out the ACP-UK and everything it has to offer.Follow and subscribe so you don’t miss an episode!

Dr Paula Redmond speaks with two clinical psychologists — Dr Caroline Taylor and Dr Amber Johnston — about their personal stories of receiving a fitness to practise complaint.They discuss what it was like to go through the process, how it affected them personally and professionally, and what they’ve learned along the way. Together they reflect on themes of shame, fear, and isolation, but also on meaning-making, growth and the importance of support._____About the speakers:Dr Caroline Taylor is a Clinical Psychologist in private practice. You can connect with her via Psychology Today or LinkedIn.Dr Amber Johnston is a Consultant Clinical Psychologist and Neuropsychologist. She runs the Healthy Mind Psychology clinic. You can connect with her on Instagram or Linkedin.___________I’d love to connect with you so do come and find me on LinkedIn or at my website and do check out the ACP-UK and everything it has to offer.Follow and subscribe so you don’t miss an episode!

What should do you do if you get a fitness to practise complaint? What can you expect from the process? How long does it take, what are the possible outcomes, and where can you go to get support?To answer these questions Paula spoke with Nicholas Stöckling, who works with psychologists and other health professionals as a regulatory adviser providing legal and emotional Fitness to Practise guidance, as well as webinars and training for professional bodies.In this conversation, Nicholas discusses his extensive experience with fitness to practise issues and the Health and Care Professions Council (HCPC). He shares insights into the emotional and professional impacts of fitness to practice complaints on health professionals, particularly psychologists. The discussion covers the purpose of the HCPC, the investigation process, potential sanctions, and practical advice for professionals facing complaints. Nicholas emphasises the importance of understanding the process, seeking support, and maintaining mental health during challenging times.____To get in touch with Nicholas you can contact him via email or LinkedIn.Listeners may find the following resources helpful:ACP-UK Webinars (free to members):Demystifying the HCPC Part 1Demystifying the HCPC Part 2Navigating the Grey Zone: Everyday Boundary Dilemmas in Psychological Work (live on 16th October 2025)Emotional Agility by Susan David – an accessible book offering practical strategies for navigating uncertainty and psychological pressure.___________I’d love to connect with you so do come and find me on LinkedIn or at my website and do check out the ACP-UK and everything it has to offer.Follow and subscribe so you don’t miss an episode!

This conversation delves into the research conducted by Dr Naomi Hogben on the impact of formal complaints on early career Clinical Psychologists in the NHS.Naomi discusses the lack of existing research on the experiences of clinicians receiving complaints, the methodology of her study, and the significant emotional and systemic challenges faced by those involved. The findings reveal a lack of support during the complaints process and the profound emotional impact on clinicians.Naomi highlights the need for better communication and support systems, and the importance of talking more openly about complaints within the profession.Naomi mentions the published paper: How do healthcare professionals experience being subject to complaint? A meta-synthesis of reported psychosocial impacts___________I’d love to connect with you so do come and find me on LinkedIn or at my website and do check out the ACP-UK and everything it has to offer.Follow and subscribe so you don’t miss an episode!

In this conversation Clinical Psychologist Professor Noelle Robertson discusses the profound impact of fitness to practice complaints on psychologists and other health professionals. She outlines the research in this field which highlights the emotional toll these complaints take, the inadequacies of support systems, and the long-lasting legacy they leave on practitioners. The discussion also touches on the increasing trend of complaints, the importance of preparing for potential complaints in clinical practice, and the need for open discussions within the profession to foster better support and understanding.Noelle mentions the published paper: How do healthcare professionals experience being subject to complaint? A meta-synthesis of reported psychosocial impactsAbout the speaker, Professor Noelle Robertson, Professor of Clinical Psychology at the University of Leicester: I am a chartered clinical and health psychologist who has worked in clinical training for over 20 years, having managed an NHS department of Medical Psychology before that. I have had a longstanding interest in working with, and conducting research on how we are affected by the work that we do. Having worked with HCPC as a professional registrant have become increasingly aware of the impact of complaints on health professionals, and have sought to explore this within my own profession.___________I’d love to connect with you so do come and find me on LinkedIn or at my website and do check out the ACP-UK and everything it has to offer.Follow and subscribe so you don’t miss an episode!