Should I say sorry? How to handle complaints – and how to learn from them
While negative feedback may be difficult to hear, an empathetic approach can often prevent complaints escalating
- Nurses are often the first point of contact for angry or upset patients and relatives
- Empathy, good listening skills and a willingness to apologise can often de-escalate a situation – and may be what the patient is seeking
- Tips, advice and tools for dealing with complaints and learning from negative feedback, even during the COVID-19 pandemic
The NHS in England received more than 208,000 written complaints in 2018-19 – an average of 572 a day.
Figures from NHS Digital show that most related to inpatient care, with poor communication
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