Dealing with complaints.

  • Sarah Zanoni
  • Published 1999 in
    Nursing standard (Royal College of Nursing (Great…
MOST OF us know someone who has had a complaint made against them - it might even have happened to you. Complaints about care come from all directions - patients, their relatives and friends, and colleagues. The natural instinct is to view complaints as negative criticism when in fact they can be used more positively to review standards of care.