A Complaint is a Gift

Complaints are integral part of everyday clinical practice. The word complaint has many times a bad connotation, however complaints can be a valuable source of information and a great opportunity for healthcare professionals to understand the patient’s experience and listen to what went wrong for them or why they are dissatisfied.

Turning complaints into opportunities and listening attentively and respectfully is very important for healthcare professionals, as it will help them offering value-based care by regaining the trust of their unhappy patients and improving patients’ satisfaction and the health services they provide.

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