An exploration of the lived experience of receiving an unfounded frivolous complaint in the context of psychotherapy practice

Abstract

There is broad consensus that the therapeutic relationship constitutes a core common factor for almost all modalities of psychotherapy and viewed as necessary and sufficient in person-centred therapy serving as a catalyst for change. However, ruptures can occur in the therapeutic relationship and at an extreme end can result in complaints, some of which may be deemed frivolous. The potential for frivolous complaints can arise for any therapist, regardless of their competence or integrity, and may come from clients, colleagues, or third parties. Frivolous complaints are defined as groundless grievances, made without merit with the intention to cause distress, damage or harassment for the recipient. Little qualitative research has been undertaken to understand the personal and professional impact of a frivolous complaint.

This study was two-phased. A qualitative design was employed. Online semi-structured interviews were conducted in both phases to explore first-person lived experiences of the phenomenon. The findings were analysed from an interpretative phenomenological perspective. The aim of phase (1) was to understand the personal and professional consequences of frivolous complaints on a group of person-centred psychotherapists. The aim of phase (2) was to understand the lived experiences of a supervisor who supported a supervisee through the complaints process. The specific objectives were to highlight participants’ sense-making of receiving a frivolous complaint in the context of their personal and professional lives; how participants managed the complaint and complaints process; a supervisor’s lived experience of supporting a supervisee through the complaints process; the role of the supervisor in the complaints process.

Phase (1): eight person-centred psychotherapists including three males and five females from the United Kingdom or Ireland participated in this study. Participants were aged between 50-65, with 6+ years of psychotherapy experience. A case-by-case idiographic analysis was followed by a cross-case analysis. Phase (1) findings indicated the participants experienced an unfounded frivolous complaint as causing enduring psychological and professional harm. Three themes emerged: ‘Relationships,’ ‘Ruptures,’ and ‘Resolution.’ Receiving a frivolous complaint was akin to a traumatic event and challenged personal and professional identity. Participants felt unprepared, vulnerable, anxious, self-doubting, feared judgment and stigma, experienced professional isolation, were affected by a power imbalance due to the burden of proof, faced challenges in the complaints process due to an absence of complaints management training, lacked supportive intervention, and altered their professional practice.

Phase (2): a single case study focussed on a male supervisor in the 51-65 age range practising as a person-centred psychotherapist for over 20 years. The interview generated a description of his experience around supporting a supervisee during the complaints process. Phase (2) findings - four themes emerged from an idiographic analysis of the case: ‘Them and Us – Shutters Down,’ ‘Containing the Container,’ ‘Reflecting and Reasoning,’ and ‘Parallel Processes.’ Results indicated that the clinical supervisor experienced isolation, power imbalance affecting their ability to advocate for the supervisee, was disappointed in the absence of complaints management training, and lack of containment. They believed client factors impacted complaints, and their feelings mirrored that of the supervisees.

Previous research tended to focus on the effects of ethical violations on mental health professionals or the complainant. The findings of this study fill a gap in knowledge and make a positive contribution to knowledge on a theoretical level by focussing specifically on the consequences of frivolous complaints in a psychotherapy context. On a practical level the results can be used to review guidance on personal and professional support, education and awareness, training and systemic improvements by streamlining investigatory complaint procedures across all accrediting bodies. It may also help foster a culture of empathy and accountability in order to re-establish emotional well-being after a complaint is made. This study builds on previous research by proposing a new framework to improve containment by providing a structured, supportive space to process emotions and foster professional growth for affected supervisors and their supervisees. The phenomenological perspective contributes to existing literature by offering new insights into the lived experience of person-centred therapists and the impact of frivolous complaints.