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It's 'okay' to apologise to patients with valid complaints, says RCN


I have many years of experience and over that time have heard the most stupid complaints you can imagine, and some very valid ones. I always tell the complainer that I am very sorry that (whatever it is) has upset them so much, because obviously it has or they would not be complaining. I then explain why nothing different could have been done, or why we failed if we did. In many instances my explanation is accepted and the matter is closed. I would rather someone complain at the time of the incident rather than later as that makes it more difficult to investigate what has occurred. However that is so much better than the patient who goes to the local press with a story which is often printed prominently without any investigation by the said rag, and where I am unable to reply in any way due to patient confidentiality.

Posted date

14 November, 2014

Posted time

12:48 pm