Responding to complaints

Abstract 

Patients and relatives do complain about their experience of healthcare. There may be different reasons for this. Formal complaints can be prevented. Once received, formal complaints should be answered promptly, with reference to the notes. Responses should be comprehensive and answer all the expressed concerns. It is helpful to liaise with all staff involved. Complaints provide us with feedback on the clinical services we provide and can be used as a driver for change and service improvement. Patient advice and liaison (PALS) departments are a valuable resource for complaint management.

Keywords: patient advice and liaison services, patient complaints