Errors in primary care are inevitable, but they don’t have to undermine your staff’s wellbeing or your practice culture.
The way you handle mistakes in your workplace is directly linked to how your team feels about coming to work each day.
Despite your “can-do” attitude, you can still feel miserable when you make a mistake—like the wind has been knocked out of your sails. This feeling becomes even more painful when you face criticism, shame, or unwarranted scrutiny as a result.
The Consequences of a Blame Culture
When you create a culture of blame, your staff become less open about their mistakes. They’re more likely to experience burnout, and trust erodes among people who should be supporting each other as teammates.
The way your practice handles errors—whether common or unusual—significantly affects your reputation and can result in decreased staff engagement and retention.
Why Mistakes Happen: We’re All Human
It’s easy to become overly focused on avoiding mistakes, but you must remember that we’re all human. While healthcare is fundamentally a science, its operations are inherently human. You’re dealing with people interacting, communicating, making plans, adhering to processes, and strategizing for better outcomes.
The real question is: why should you lose valuable team members over errors that could become learning opportunities?
Understanding Common vs Unusual Errors
At this point, it’s worth distinguishing between two types of errors you’ll encounter.
Common errors are predictable and happen frequently. They often arise from routine tasks when your team is under pressure or workloads are high—mistakes of omission or oversight during busy periods.
Unusual errors are rare and unexpected. They usually result from significant lapses in judgment or extraordinary situations, such as system failures or severe misidentifications.
Here’s what matters: you need different approaches for each type. Common errors tell you about your systems and processes. Unusual errors reveal gaps in your safeguards.
Shifting Your Focus to Collaboration
In your workplace, avoid being critical of yourself or others. Instead, prioritize collaboration as your means to improve and learn from mistakes.
Even unusual errors deserve comprehensive examination, with the aim of encouraging growth and preventing similar issues—not just placing blame. That said, you should already have systems and processes in place to prevent unusual errors, and you need to review and share these regularly with your team.
Here are some examples to reflect on.
How to Create a Supportive Practice Culture
1. Implement a No-Blame Policy
To encourage your staff to openly discuss errors, implement a no-blame policy for reporting mistakes. Want to know if this culture exists in your practice? Observe how quickly and sincerely mistakes are acknowledged.
When you emphasize that mistakes are valuable learning opportunities, your staff will feel supported in reporting and correcting them.
2. Practice Active Listening and Constructive Feedback
As a partner, team leader, or colleague, actively listen to concerns. Validate how people are feeling and offer constructive feedback that helps them grow.
3. Address Common Mistakes Indirectly
When a colleague makes a common mistake, address it indirectly. Most people are already aware of their errors and beating themselves up internally.
This approach applies to your own mistakes too. For example, when you forget to provide a proper follow-up plan in a busy clinic, try this: Instead of saying, “I didn’t provide a follow-up plan, but my colleagues eventually sorted out the patient,” say, “I’m glad my colleagues eventually saw this patient, and this experience has shown me the importance of using the scheduled task system to ensure proper follow-up for similar cases in the future.”
See the difference? Using “and” instead of “but” acknowledges the mistake while focusing on what you learned.
4. Balance Criticism with Recognition
Look for opportunities to balance discussions about errors with recognition of achievements. This reinforces positive behaviors and reminds your team that you see their good work, not just their mistakes.
5. Make the Most of Staff Training and “Away Days”
Your staff away days are excellent opportunities to showcase achievements and provide joint teaching sessions that foster mutual career growth and understanding.
Try creating brainstorming sessions for potential predictable errors. Use questions like: “Can we come up with different ways to solve this problem?” or “What do you think of this approach?” This gets everyone involved in finding solutions together.
Creating an Environment of Continuous Learning
6. Encourage Curiosity and Questions
Nurture a culture where your team feels free and encouraged to ask questions. No question should feel “stupid” or unwelcome.
7. Create Safe Spaces for Discussion
Set up safe spaces where your staff can discuss near misses and errors, focusing on solutions rather than assigning fault. These conversations should feel collaborative, not confrontational.
8. Reward Creative Thinking
Invest in staff training to help your team avoid errors, and reward creative thinking and actions that demonstrate accountability quickly and sincerely.
Day-to-Day Practices That Strengthen Your Team
9. Start with Morning Huddles
Morning huddles give you a brief opportunity to align your team on priorities, highlight potential challenges, and encourage collaboration. They remind everyone why you work together and what you’re trying to achieve.
Designate a “go-to” admin or clinical lead for any issues that arise during the day, so everyone knows who to turn to.
10. Encourage Peer Support
Encourage your staff to check in with one another during busy periods. A simple “How are you coping? Have you had your break?” can make a significant difference to someone who’s struggling.
11. Clarify Everyone’s Responsibilities
Make sure each team member clearly understands their specific responsibilities. This clarity reduces frustration and prevents misunderstandings that can lead to errors.
12. Set Up Anonymous Feedback Systems
Create a simple system where your staff can anonymously suggest improvements or raise concerns. This empowers everyone to contribute to positive change, even those who might not feel comfortable speaking up in meetings.
Read more about our Joy in Work feedback tool here.
The Ripple Effect of Prioritising Wellbeing
When you prioritise learning from errors, supporting your staff’s wellbeing, and fostering cohesion, the benefits extend far beyond your internal team dynamics.
You’ll see improved staff retention, enhanced patient care, and you’ll create a solid foundation for a thriving, resilient practice. Your team will want to come to work, and your patients will benefit from a culture where mistakes are caught early, addressed openly, and prevented from happening again.
The choice is yours: will you create a culture of blame, or a culture of learning?.
