Fact sheetWorking with consumers

Published on 29 Mar 2021


4. Debriefing and psychological safety for consumers and staff

For the consumer

Be mindful that consumers may experience a range of emotions during a discussion and remain emotional at its conclusion. Where this is the case, it is important that you:

  1. do not leave until the person has calmed down and you are sure they are feeling comfortable
  2. check on them via telephone later that day or early the next day
  3. follow up again via telephone for people who were particularly distressed
  4. tell your manager if you suspect that a discussion has had an adverse effect on a person, and they need more support or help. Your manager will be able to recommend options.

For staff

Just like consumers, you may experience a range of emotions during a discussion. It is important to be mindful of the impact that difficult discussions have on you or your team members. It is therefore important to:

  1. acknowledge and accept your own emotional state and arrange for a suitable colleague or supervisor to be available for debriefings, as needed.
  2. ensure that emotionally laden material that was raised in discussions is channelled into constructive criticism and feedback to health service managers.
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