Based at the University Hospitals of Leicester, we serve the educational needs of healthcare practitioners in Acute & Emergency Medicine across the East Midlands, UK
Define the local complaints procedure. Recognise factors likely to lead to complaints (poor communication, dishonesty etc.) Adopt behaviour likely to prevent complaints Dealing with dissatisfied patients or relatives. Recognise when something has gone wrong and identify appropriate staff to communicate this with. Act with honesty and sensitivity in a non-confrontational manner.