Admit mistakes, show your concern.

  • Published 2009 in
    ED management : the monthly update on emergency…

Abstract

Complaint management strategies and service recovery in particular, can be extremely effective in reducing the likelihood that a dissatisfied patient or family member will sue. Acknowledge your mistakes, and take concrete steps designed to ensure they will not be repeated. If possible, involve the patient or family member in the solution. Make sure the… (More)

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