Surge in written complaints

No one wants to receive a complaint, but it is now an inevitability.  The amount of work being carried out and the number of patients served will mean that, at some point, someone will not be happy.  You should use this as moment of reflection.  Do not take any criticism personally and ensure that all complaints are investigated equally.  Understand the rationale of why the complaint has been made.  Remember, we complain too and think about how it feels when you perceive that you are not being listened to.

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