Complaints & Dealing with concerns (1)
  • do it early!
  • empathise! (How would you feel……….?)
  • empower staff to take local action quickly e.g. at
  • ward level
  • avoid being defensive
  • avoid a concern turning into a complaint!
  • but if it does, think about:
  • - The content of the complaint and how you address those
    - The quality of your investigation
    - The tone of your response