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


Anonymous | 14-Nov-2014 12:48 pm '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.' I 100% agree. But it is also important, that responses - at least initial ones - are also immediately forthcoming: if you (layman) complain, and do not get the staff's side of it at the time, you tend to be suspicious that things might be 'covered up'. Once you've moved into territory where the staff think a complainant is 'malicious', and where at the same time the complainant believes the staff are 'trying to cover things up', all hope has been lost !

Posted date

15 November, 2014

Posted time

1:14 pm