How can physiotherapists manage and minimise patient dissatisfaction and complaints?  And what can you do if a patient does make a complaint? Our expert panel discuss ways to help you avoid turning that unhappy patient encounter into a complaint to the regulator.  Elizabeth Ward - President of the Physiotherapy Council of NSW Toni Andary - Deputy President of the Physiotherapy Council of NSW Janene Eagleton is a community member on the Physiotherapy Council of NSW and expert in managing patient and aged-care resident complaints. The primary function of the Physiotherapy Council is to look after the health and safety of the public by managing complaints about registered Physiotherapy practitioners and students in NSW. The Council also strives to provide education to physiotherapists, and a health pathway back into the profession for those physiotherapists whose health has affected their ability to practice safely. LINKS & RESOURCES For the AHPRA shared code of conduct : www.ahpra.gov.au/Resources/Code-of-conduct/Shared-Code-of-conduct.aspx For information if a complaint is made about you within NSW : https://www.hpca.nsw.gov.au/complaint-has-been-made-about-you-hpca For information if a complaint is made about you outside NSW : www.ahpra.gov.au/News/2019-03-04-lets-talk-about-it.aspx NSW Physiotherapy Council video education series of sliding doors scenarios of common complaints which come to Council: https://www.physiotherapycouncil.nsw.gov.au/physiotherapy-council-educational-videos *Reference to any specific views, information or opinions does not constitute an endorsement or recommendation by the Physiotherapy Council of NSW (the Council). The views, information or opinions expressed by individuals in podcast episodes are their own and do not necessarily reflect the view(s) of the Council. The Council does its best to ensure information is complete, relevant and up to date, but is not responsible for verifying the accuracy of all information shared by individuals.