No case to answer? How to bounce back from a complaint

When I had a complaint made against me, the information I received was initially sparse. I was told it was a bullying and harassment complaint, but I faced a prolonged wait to get specific details.   

I was shocked so sought advice from other trust leaders, HR and my RCN rep. They all offered me support but suggested that complaints against you are to be expected when you’re a nurse manager, as you’re in a position where others may target their frustrations. They reassured me that the complaints policy would be followed and there would be an investigation. My rep was supportive, and stressed that he’d be there in the meetings alongside me.  

I was expected to just get on with my job but in truth, I felt powerless and isolated. In the six months it took to find there was no case to answer I received very little information about what was going on.  

Managers are people too 

A person may be a leader but this doesn’t negate their need for support from colleagues. In these situations it’s important to speak to your own manager so you can work together to identify and seek the support you need. If you’re in any leadership role I’d recommend making sure you understand all the help that’s available to you, even if you’ve never been subject to a complaint.  

A person may be a leader but this doesn’t negate their need for support from colleagues

If you’re asked not to talk about a complaint with your colleagues, identify other support mechanisms such as organisational counselling, and use RCN resources. You might not need it all but it’s important you find someone who’ll listen because this is likely to have an impact on how you feel about your career and possibly your personal life too.

For me, it had an impact on my resilience and confidence, both personally and professionally. I now feel anxious challenging staff about anything. I don’t feel safe – I constantly feel vulnerable to attack. I’m always looking for new dangers, waiting for it to happen again.  

My nursing experience has led me to the role I’m currently in, but when you take on leadership roles, there’s little explanation of or preparation for some of the circumstances which you may find yourself in. I certainly felt unprepared for what felt like a very personal attack. 

Making positive changes

After the investigation closed, I contacted my trust HR department because there aren’t specific management support pathways in place for those of us subject to complaints from staff. I’ve suggested having a point of contact – someone we can all turn to, whatever grade we’re at, someone who can ensure the process moves in a timely manner. I’d like to see a peer support network set up too so we could discuss these issues without fear.   

The NHS trust I work for were already reviewing their processes and are using my feedback to develop and improve the experience for others with the aim of ensuring that the people involved in such processes are supported as individuals, ensuring a human connection throughout. 

Openness and transparency are so important and can help people feel less isolated

This is needed so we can acknowledge the impact these allegations have on people like me who are often managing a staff team alongside a complex clinical caseload. I still fear people will assume there’s no smoke without fire.

As managers we’re expected to promote the message that “everything’s OK” and to always put on a brave face. But openness and transparency are so important and can help people feel less isolated.

By getting this issue out there, I hope that someone else, in a similar situation, feels less alone and is more likely to seek the support we all need.   

• If a grievance has been lodged against you as a manager, you should firstly seek advice and support from your HR department, after reading our advice about investigations. When your employer discusses the allegations with you, be ready and able to justify any managerial decisions or actions you took in line with your employer's policies. At this initial stage you’re not being disciplined. However, if disciplinary action is taken against you at a later stage, the RCN will represent you in most cases.  
• Join the RCN Nurses in Management and Leadership Forum.